Customer Service Instructional Designer

W.W. Grainger - Lake Forest, IL

Full-time - Mid Level

Lake Forest, IL

Merchant Wholesalers, Durable Goods

About the position

As a Customer Service Instructional Designer at Grainger, you will play a pivotal role in leading the learning and development life cycle to create comprehensive learning experiences and high-quality content tailored for the Customer Service Centers. This position involves close collaboration with internal partners, Project Managers, and subject matter experts to ensure that the learning solutions align with the strategic initiatives of the organization. You will report directly to the Manager of Learning Design & Development for the Customer Service Centers, and this hybrid role can be based in Lake Forest, IL, Tempe, AZ, or Janesville, WI. In this role, you will partner with business leaders to develop effective learning solutions that support both departmental and organizational goals. Your responsibilities will include creating a variety of learning content such as eLearning modules, instructor-led training curricula, job aids, and complex learning experiences utilizing diverse modalities. You will also be responsible for establishing learning goals and outcomes, as well as the instructional framework necessary to achieve these objectives. Additionally, you will facilitate train-the-trainer programs for facilitators and training coaches, consult on design and implementation strategies, and create curriculum roadmaps for ongoing projects. You will actively participate in learning organizations to stay updated on the latest trends and ideas in instructional design. Furthermore, you will champion standard operating procedures that enhance consistency and operational efficiencies within the learning environment.

Responsibilities

• Partner and consult with business leaders to produce learning solutions for strategic initiatives.
• Develop learning content and associated assets including eLearning, instructor-led curricula, job aids, and complex learning experiences.
• Establish learning goals, target outcomes, and the instructional framework for learning solutions.
• Facilitate train-the-trainer programs for facilitators and Subject Matter Experts (SMEs).
• Consult on design and implementation strategies with team members and partners.
• Create curriculum roadmaps and learning strategies for current and new projects.
• Participate in learning organizations and share latest trends and ideas.
• Build, deploy, and champion standard operating procedures to promote consistency and operational efficiencies.

Requirements

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

Benefits

• Medical, dental, vision, and life insurance coverage starting 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 and parental leave.