Customer Success Officer (English/Dutch fluent)

Position summary:

Responsible for supporting the Rainforest Alliance’s business partners along the global supply chain (e.g. manufacturers, packers, traders, retailers and farmers), giving advice to assure compliance with the standards, policies and requirements of our programs, including traceability, claims and 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 claims requirements by email, phone calls and live chats in multiple languages;
• Review and approve claims 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 teams such as Technology, Standards, Product Development, Corporate Engagement & Partnership and Marketing & Communications 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:

• Education: Bachelor’s degree or higher preferred (but not a must)
• Work Experience: Minimum 1-2 years of relevant experience, such as customer service, sales, marketing or communications
• Communication Skills: Excellent writing, editing and verbal communication skills in English and Dutch, additional fluency in German is a plus
• Computer Skills: Proficient in Microsoft Office and internet applications
• General Work: Strong organizational skills to manage multiple priorities in a time sensitive manner, excellent interpersonal skills, customer orientation and strong attention to detail
• Mission: Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture preferred
• Travel Requirements: Ability to travel up to 10% per year, including internationally

Job Level: 5

Salary: Commensurate with experience.

Deadline:20 December 2024

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

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

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.