Position summary:

Responsible for supporting the Rainforest Alliance’s business partners along the global supply chain (e.g. manufacturers, packers, traders, retailers and producers), giving advice to assure compliance with the standards, policies and requirements of our programs, including registration in the Rainforest Alliance certification platform, traceability, trademarks/labelling and other supply chain requirements. Uses best practice Customer Success processes to optimize customer experiences, meet team goals and grow the mission impact of the organization. Relationship management and customer satisfaction are guiding principles in this work.

Responsibilities:

• The Rainforest Alliance’s Core Values are Impact, Change, Collaboration, Openness and Trust and as such they form the basis of the behaviours we demonstrate;
• Log in daily to our ticketing system and live chat to promptly respond to inquiries coming from companies about registering with us, profile completion, online traceability and labelling requirements;
• Walk customers through our requirements and the use of our tools via phone calls, webinars or, occasionally, in person;
• Review and approve labelling and trademark use requests for certified products and promotional materials;
• Collaborate internally with other Customer Success colleagues or other teams such as Technology, Quality of Implementation, Corporate Engagement, Marketing or others as needed in order to enhance the customer experience;
• Share inputs and feedback on behalf of the Customer Success unit for processes that impact our work and overall support our continuous improvement activities; and
• Other duties and projects as assigned.

Qualifications:

• Bachelor’s degree in Marketing, Communications, Business Administration, or others related to the field.
• Minimum 2-3 years of relevant experience in areas such as: customer service for B2B or B2C companies, reception desk, junior account management, sales, marketing, or communications.
• Excellent writing, editing and verbal communication skills in English, with fluency in multiple languages preferred.
• Proficient in Microsoft Office and internet applications
• Strong organizational skills to manage multiple priorities in a time sensitive manner, excellent interpersonal and analytical skills, customer orientation and strong attention to detail.
• Open to work collaboratively in cross-functional teams.
• Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture and/or forestry

Job Level: 5

Salary: Commensurate with experience

Deadline: 08 November 2024

Notes: Only candidates authorized to work in Guatemala will be considered.

If you have any questions about the job vacancy, please contact the HR department: recruitment@ra.org