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.