Customer Service Training Manager

Fresh Baguette is a fast-growing, artisanal bakery known for its high-quality standards and modern atmosphere. The company was founded in Bethesda, MD in 2013 inspired by bakeries in France. We have five retail locations and a thriving wholesale business. We are passionate about quality and take great pride in everything we do. Our mission is to offer our customers unique moments of indulgence that are delicious to every sense. This value is evident in everything we do, from the smell of scratch-made artisanal croissants and organic bread baking fresh throughout the day to the beauty of hand-crafted pastries, delicious coffee, and savory creations delivered in a warm and inviting atmosphere.

We are growing and constantly looking for passionate people to join our team. We are seeking a talented and dynamic Customer Service Training Manager for its multiple bakery cafes.

Location: Retail locations across DMV and Rockville Office

Reports to: Training Department Manager

Position Overview:

The Customer Service Training Manager is crucial in fostering excellent customer service skills across our bakery locations. This role involves leading and developing training programs for staff at all levels, with a particular focus on ensuring top-tier customer interactions. The manager will coordinate training efforts from basic skills to specific product knowledge, aiming to enhance the overall customer experience in our bakeries.

Key Responsibilities:

1. Comprehensive Training Development:

• Lead training & Coaching sessions for Sales associates, focusing on developing Fresh Baguette standard customer service skills.
• Create and implement high-quality training programs emphasizing sales techniques.

2. Quality and Standards Enforcement:

• Ensure all bakeries maintain high customer service standards based on customer service data collected.
• Spearhead initiatives to continuously improve the quality of customer service

3. Operational Support and Coverage:

• Provide operational support by covering shifts for sales positions as needed.

4. Training Documentation and Certification:

• Coordinate, record, edit, and publish training materials.
• Certify employees, ensuring they meet company standards.

5. Feedback and Improvement:

• Regularly collect feedback and assess the effectiveness of training programs.
• Adjust training strategies based on direct observations and feedback to better meet the needs of the staff and customers.

Qualifications:

• 1 year experience in a training management role, with a demonstrated passion for customer service.
• Leadership qualities and a strong, dynamic personality capable of inspiring and motivating teams.
• Organizational skills, with the proficiency to coordinate and manage multiple training initiatives seamlessly.
• Communication skills, both verbal and written, essential for effective training and team development.
• Flexibility to adapt to changing schedules and operational demands, with a readiness to step into different roles as required.

Preferred Skills:

• Passionate for customer service and a commitment to enhancing customer interactions.
• Previous hands-on experience in customer-facing roles within retail or similar settings.
• Proven ability to engage and motivate employees, fostering a positive and energetic work environment.

Benefits:

• Competitive salary range: $50,000 to $60,000 (With a perspective of evolution)
• Health and dental insurance
• 401(k) plan and 401(k) Match
• Employee Discount
• Anniversary gift card
• Meal benefits
• Generous paid vacation
• Travel and expense reimbursement
• Exciting growth potential

Application Process:

Candidates interested in the Customer Service Training Manager position are invited to send their resumes, highlighting relevant experience and skills, to Retail@freshbaguette.com. Applications will be accepted on a rolling basis until the position is filled.