Associate, Customer Success

The Rainforest Alliance is creating a more sustainable world by using social and market forces to protect nature and improve the lives of farmers and forest communities. To achieve our mission, we partner with diverse allies around the world to drive positive change across global supply chains and in many of our most critically important natural landscapes.

Our alliance spans 70 countries and includes farmers and forest communities, companies, governments, civil society, and millions of individuals. Together we work to protect forests   and biodiversity, take action on climate, and promote the rights and improve the livelihoods of rural people.

As an international nonprofit organization with more than 30 years of experience in sustainability transformation, we understand that the social and economic well-being of rural communities is tightly connected to ecosystem health. This knowledge has shaped our rigorous programs to advance sustainable land-use and commodity production.

At the Rainforest Alliance we combat climate change, protect forests and biodiversity, promote human rights, and improve livelihoods. The enormity of the social and environmental challenges we are facing requires working together in a broad alliance. This is why we bring farmers, forest communities, companies, and consumers together to change the way the world produces, sources, and consumes.

Why

To protect nature and improve lives it’s becoming increasingly urgent that we approach the way we use our land and produce food and other products in more sustainable ways. For this to succeed we need to fundamentally change the way that businesses operate and source, and the choices we all make as consumers.

How

Our growing global alliance aims to transform our relationship with our natural resources and each other, to create a better future for people and nature together.

The Rainforest Alliance encourages diversity and inclusion across the global organization. With this commitment to diversity, we are proud to be an equal opportunity employer and do not discriminate on the basis of gender, race, color, ethnicity, religion, sexual orientation, gender identity, ages, disability and any other protected group.

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;

• Promptly respond to inquiries and provide information to companies on the implementation of certification, traceability and labelling requirements by email, phone calls and live chats in multiple languages;

• Guide certificate holders through the registration process on the Rainforest Alliance certification platform;

• Review and approve labelling and trademark use requests for certified products and promotional materials;

• Provide training as needed – via phone calls, webinars, and occasionally in person – to company partners and internal colleagues on our requirements and systems;

• Collaborate internally with other colleagues and teams such as Technology, Standards & Assurance/Supply Chain Certification, Markets (account management), Marketing to provide outstanding support to companies;

• Share inputs and feedback for customer success processes, reporting etc. as appropriate internally to support 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 handle 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 preferred.

• Ability to travel up to 10% per year, including internationally

Job level: 5A

Salary: Commensurate with experience.

Deadline:  07 June 2023

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: [email removed - click apply for more details]