Day in the Life: Agent Education and Training Specialist

At Trinity Logistics, we are excited to move freight through a vibrant network of about 169 independently owned agent offices that operate under Trinity’s authority! The Agent Education & Training Specialist plays a crucial role as the trainer for this dynamic network. This position is all about empowering the owner of each new agent office (the “principal agent”) and their staff to become productive on Trinity’s systems and policies within their first 90 days. Plus, we keep the entire network thriving through engaging monthly classes, office hours, e-learning, and comprehensive written guides!

This role is hands-on and incredibly rewarding! You will work directly with new agent offices as they onboard with Trinity, assisting them with their system setup, operating procedures, and day-to-day operational questions. Additionally, you’ll be building exciting training content, running the monthly classes and the LMS, and evaluating results. You’ll be part of the fantastic Agent Support department, collaborating with the Sales Enablement team, and reporting to the Director of Agent Support.

This position is deeply rooted in our Company’s Core Values:

Personal.Service.Excellence. We share a passion for serving others and take extreme ownership of creating the best possible experience!
Make it Happen. With integrity, we are persistent in overcoming obstacles and delivering beyond expectations!
We Not Me. Through listening and collaboration, we selflessly solve problems to create success together!

ESSENTIAL FUNCTIONS:

Designs and builds training content. Creates instructor led agendas, e-learning modules (Genially), video (short/long form training videos), guides and job aids (Canva), and SOPs for new and existing agent offices for process changes. Current tracks include office setup, the TMS and CRM, Highway carrier vetting, cargo coverage, and Carrier Sourcing and Negotiation. Approximately 30% of time.
Delivers training. Leads onboarding for new agent offices and their employees so that each office completes its onboarding curriculum within 90 days of its start date; runs monthly live classes, office hours sessions, and one on one coaching. Approximately 40% of time.
Trains the network on system changes. Builds and delivers training for new or changing systems and processes. The current initiative is migrating the internal CRM to Salesforce, and this role owns the agent-facing training.
Serves as the technical learning management system lead for the Agent division, ensuring content and events are shared with the appropriate audience to drive engagement and education hours. Sets the class calendar, manages registration and recordings, uploads e-learning and video, publishes corporate education content, maintains training records, and tracks completions and education hours. Approximately 10% of time.
Identifies needs and evaluates results. Works with Agent Support, Sales Enablement, Trinity’s corporate Education team, and subject matter experts to find training gaps; uses session feedback, 30-, 60-, and 90-day check-ins, agent surveys, SOP audits, and load audits to revise programs; tracks industry and regulatory changes and updates curriculum. Approximately 15% of time.
Supports assigned agent offices. Answers day to day systems and process questions for a small set of assigned New Agent offices, provides remedial training where compliance with Trinity policy or industry rules requires it, and escalates issues to the right team. Approximately 5% of time.
Travels to agent offices to deliver onboarding and in-person training, approximately 5% of the time, mostly day trips with occasional overnight stays.

JOB QUALIFICATIONS:

Required:

At least one year of experience in a role where teaching or training others was a primary part of the job. This includes corporate training, onboarding or enablement, technical or systems training, instructional design with virtual delivery for online video training, and classroom teaching at the K-12, career-technical, or college level. Classroom teaching counts in full.