Customer Service Instructional Designer

W.W. Grainger - Lake Forest, IL

Full-time - Mid Level

Lake Forest, IL

1,001-5,000 employees

Merchant Wholesalers, Durable Goods

About the position

As a leading industrial distributor with operations primarily in North America, Japan, and the United Kingdom, we are dedicated to keeping the world working by serving over 4.5 million customers worldwide. With 2023 sales of $16.5 billion, we focus on providing value for our customers, fostering an engaging culture for our team members, and driving strong financial results. Our welcoming workplace enables you to learn, grow, and make a difference by keeping businesses running and their people safe. We are recognized as a 2024 Glassdoor Best Place to Work and a Great Place to Work-Certified™ company, and we are looking for passionate individuals to join our team as we continue to lead the industry into the next century. In this role, you will lead the learning and development life cycle to design end-to-end learning experiences and high-quality learning content for the Customer Service Centers. You will collaborate with internal partners, Project Managers, and subject matter experts to create effective learning solutions. Reporting to the Manager of Learning Design & Development for the Customer Service Centers, you will be responsible for developing learning content and associated assets, including eLearning modules, instructor-led curricula, job aids, learning journeys, case studies, demos, and complex learning experiences using various modalities. You will also develop learning goals, target outcomes, and the instructional framework necessary to achieve these goals. Additionally, you will facilitate train-the-trainer programs for facilitators and training coaches, consult on design and implementation strategies, create curriculum roadmaps, and participate in learning organizations to share the latest trends and ideas. Your role will also involve building, deploying, and championing standard operating procedures that promote consistency and create efficiencies in learning, resources, and operations.

Responsibilities

• Partner and consult with business leaders to produce learning solutions that enable department and organizational-wide strategic initiatives.
• Develop learning content and associated assets including eLearning, instructor-led curricula, job aids, learning journeys, case studies, demos, and complex learning experiences using a variety of modalities.
• Develop learning goals, target outcomes, and the instructional framework to achieve the goals for learning solutions.
• Develop and facilitate train-the-trainer programs for facilitators and Subject Matter Experts (SMEs)/training coaches.
• Consult on design and implementation strategies with team members and partners.
• Create curriculum roadmaps and learning strategies for current and new projects and initiatives.
• Participate in learning organizations and share latest trends, learning, and ideas.
• Build, deploy, and champion standard operating procedures that promote consistency and create learning, resource, and operational efficiencies.

Requirements

• Bachelor's degree or Graduate degree in training and development, business, education, adult education, instructional design, curriculum design, organizational development, or related fields.
• 5+ years experience designing and creating adult learning content.
• Instructional Design and technical skills using design applications such as Articulate Storyline, Articulate Rise, Camtasia, and Vyond.
• Advanced Microsoft skills.
• Knowledge of business operations to include Sales and Marketing, Customer Service, Supply Chain Management, Finance, Regulatory, Quality, or Systems.

Benefits

• Medical, dental, vision, and life insurance coverage starts day one
• Paid time off (PTO) days and 6 company holidays per year
• 6% 401(k) company contribution each pay period
• Education assistance, including financial counseling, tuition reimbursement, and low-cost degree options
• Employee discounts, parental leave, and more