Job Description

Job Summary: Driver Training order entry and management, which includes assisting reps in the preparation of quotes as needed, trainer calendar management (no calendar optimization), bookings, and all related communication, importing and maintenance of all customer training participant data.

Key Work Activities:

Activity A Order Entry & Management

65%

• Verify submitted Driver Training orders for audit purposes and JSOX compliance.
• Enter and process Driver Training orders received from sales reps (example: online keys, bookings, inspection booklets, participant books, TTT kits, reprints, or any other Driver Training related order) as per service level agreement (SLA)
• Manage trainer calendars by:

• Holding dates and offering date availabilities to sales reps based on first come, first served basis
• Confirming live and virtual sessions via email once dates finalized between sales rep and customer
• Cancelling and rescheduling sessions based on notice received from sales reps and trainers
• Entering bookings as received (focus on order entry maximization and not calendar optimization)
• Planning travel runs (road shows) for distant location clients while considering travel and expenses
• Submit travel expense requests on Concur on behalf of trainers for all distant training requiring overnights, flights & rentals
• Office Duties: Process credit cards inspection booklets & participant books packaging & shipping (Parts), TTT kit upload, packaging & shipping (DT operations), in-house wallet card printing (DT operations)
• Coordinate, plan, and book training for GNJ employees such as technicians, trainers, sales reps and all other GNJ department employees as needed.
• Ensure all invoices are processed in the system as soon as order is completed
• Invoice customers using internal order system
• Follow up with trainers and reps for any missing supporting information or documents delaying invoicing
• Credit and rebill customers as needed
• Work together with internal departments (Customer care, A/R, and Central Invoicing team) on customer complaints, corrections, clarification, and disputes related to invoicing
• Collect and send all credit card transaction information required for processing prior to

Activity B Importing, Reports & Record Management

15%

• Prepare reports of training records (online key status & training course data) per client site(s) or parent company as requested by sales rep
• Assist with training record inquiries such as expiration dates, certificate reprints, training course data and specifics, and any other related training data inquiry
• Import online transfer records daily from online course platform into internal order system
• Import all internal and external training session data received from trainers
• Import external training data received from clients for sessions conducted by their in-house trainer (in-house TTT participant data record management)
• Create and maintain customer data file and participants records
• Send certification for participants

Activity C Interaction with Internal & External Clients (Reps, Trainers, Supervisors, Clients & Other Departments)

15%

• Answer all incoming & outgoing calls using Microsoft Teams, Jabber & Phones & emails.
• Communicate with external clients directly via email for certain agreement accounts, online troubleshooting support & reprints (as required) depending on request type & questions
• Participate and support the onboarding process for new trainers
• Communicate with trainer supervisor regarding any trainer issues or training concerns
• Train and support new sales reps regarding DT courses and order requirements
• Interdepartmental communication and support as required
• Assist internal customers with Driver Training quote preparation as needed
• Quote verification, training & coaching as required

Activity D Individual & Team

5%

• Participate in team meetings and one-on-ones
• Complete all Cyber security training as well as LMS training as needed
• Prepare Standard of Work documents
• Support and provide coverage for other team members
• Meet KPIs and adhere to all SLAs
• PODAR

Johnston Equipment