Customer Service Training & Business Process Specialist

Customer Service Training & Business Process Specialist

Job Summary

We are seeking a Customer Service Training & Process Specialist to strengthen our Global Customer Service Business Process Excellence organization. This role is training-focused, while also providing secondary support for business process documentation and system alignment. The specialist will design and deliver effective training, ensure global consistency, and support teams in adopting processes and tools that enable exceptional customer experiences.

Key Responsibilities

Training Program Design, Delivery & Optimization (Primary Focus)

• Work closely with customer service business process development and application managers, global business process owners and customer service leaders to understand training requirements.

• Design, develop, and maintain global training content (manuals, eLearning, videos, workshops, simulations, quizzes)

• Deliver engaging virtual and in-person training sessions adapted for diverse learning styles and regions.

• Incorporate new processes, system updates, and organizational changes into training programs.

• Collect and analyze feedback to continuously improve training quality and effectiveness.

• Track training adoption, ensuring that learning objectives are being met and identify global skill gaps.

Business Process & Systems Support (Secondary Focus)

• Serve as a liaison between Customer Service teams and technical/application teams to ensure training, process documentation, and system support remain aligned.

• Identify training gaps through monitoring of SAP transactions and frontline feedback.

• Support SAP enhancements and upgrades (requirements validation, testing, process documentation, training updates).

• Create and maintain global Customer Service process documentation.

• Support ad hoc reporting as needed.

Continuous Improvement & Operational Enablement

• Recommend process improvements informed by training outcomes, system usage trends, and frontline insights.

• Collaborate with leaders to assess competency needs and define training or documentation requirements.

Qualifications

Required

• Bachelor's degree in business, Education, HR, or equivalent work experience.

• 2-year experience in Customer Service business process support.

• Proven experience designing or delivering training programs.

• Familiarity with modern training methodologies and adult learning principles.

• Strong communication, facilitation, and presentation skills.

• Proficiency in Microsoft Office

• Self-motivated and strong organizational skills.

Preferred

• Experience with SAP Sales & Distribution (SD).

• Experience with LMS platforms (e.g., SumTotal) and content creation tools (e.g., Articulate).

WHY WORK AT ENTEGRIS?
Lead. Inspire. Innovate. Define Your Future.
Not everyone who works for a global company shares the same background, experiences and perspectives. We leverage the differences of our employees to bring new ideas to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision-making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we operate as an organization - not just when it's convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.

WHAT WE OFFER
Our total rewards package goes above and beyond just a paycheck. Whether you're looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.

• Compensation: $72,500- $90,000 per year with actual pay dependent on candidate overall skills for the role
• Annual bonus eligibility
• Progressive paid time off policy that empowers you to take the time you need to recharge
• Generous 401(K) plan with an impressive employer match with no delayed vesting
• Excellent health, dental and vision insurance packages to fit your needs
• Education assistance to support your learning journey
• A values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence

Entegris does not provide immigration-related sponsorship for this role. Do not apply for this role if you need Entegris immigration sponsorship (e.g., H1B, TN, STEM OPT, etc.) now or in the future.

At Entegris we are committed to providing equal opportunity for all employees and applicants. Our policy is to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, religion, sexual orientation, age, national origin, disability, marital or military status.

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