Learning and Development Trainer- Customer Engagement – West Bend, WI – USCCA

May 14, 2021
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Learning and Development Trainer- Customer Engagement

  • Named on Inc. 5000 Fastest-Growing Private Companies List 9 years in a row
  • #1 Milwaukee Journal Sentinel Top Workplace and #1 Milwaukee Business Journal Best Place to Work 5 years in a row
  • Amazing Benefits and competitive pay


  • Familiarity with the ADDIE process of learning and creating training is preferred, but not required.
  • 2+ years of experience delivering development programs, leadership forums, and/or facilitating experiential learning activities across a diverse audience
  • Strong oral and written communication skills.
  • Self-driven with proven ability to work independently and in a collaborative environment.
  • Experience effectively multi-tasking learning needs of different learners.
  • Must be proficient in Google Docs, Sheets, and Slides. Any e-learning platform experience is a plus!
  • Passion for developing others.
  • Highly collaborative and comfortable navigating organization dynamics.
  • Familiar with adult learning theory and blended learning.
  • Salesforce platform experience. CRM or Sales Cloud 360.
  • Change Management process experience.
  • Demonstrates the Core Values of Delta Defense, LLC.

Curriculum Development

  • Assists with designing and delivering innovative learning solutions that engage the learner across multiple modalities.
  • Assists and works with Instructional Designers to update and maintain training materials.
  • Conducts needs analysis and works with L&D Team and CE Team to identify development opportunities for customer service representatives.
  • Analyzes curriculum effectiveness and recommends continuous improvement methods.

Training / Facilitation

  • Establish presence with audience members and facilitate session dynamics to promote engagement consistent with adult-learning best practices.
  • Conducts skill coaching for customer service representatives.
  • Facilitates and emcees CE and leadership development programs.
  • Participates in the delivery of new hire training.
  • Plans, designs and constructs spaces/environments that reflect functional, social, and aesthetic considerations to drive learning outcomes.
  • Ability to travel 25% of working time away from home location. May include weekend and overnight travel.


  • Develop and build relationships through consultation and discovery of needs. Become viewed as a trusted advisor to the customer service representatives.
  • Forge strong relationships with key CE Leadership contacts to identify existing and emerging organizational development needs.
  • Researches and establishes relationships with relevant key stakeholders to customize coaching for customer service representatives.
  • Participates in observations and listening sessions to evaluate if customer service representatives are applying training.
  • Provides feedback to L&D leadership on learner behaviors, outcomes, and needs.

Coordination of Training Services

  • Oversees and supports training “logistics” (schedule/calendar, sign-in, attendance documentation etc…
  • Maintains training requirement documents
  • Works closely with support administrator as needed for inputting training attendance/logistics

Professional Development

  • Continually seeks to improve upon advancing skill set through research, training, and consultation
  • Contributes expertise/support to the team

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