We are looking for a results and client oriented Associate Customer Success who is 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 traceability and chain of custody. The incumbent uses best practice Customer Success processes to optimize customer experiences, meet team goals and grow the mission impact of the organization. The Associate Customer Success monitors in line with the Accounting department rules and procedures invoices to members, works collaboratively with other teams and departments and regularly reports on duties.
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 French or English;
- 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 & Assurance, Markets (account management) and Marketing to provide outstanding support to companies and producers;
- Share inputs and feedback for customer success processes, reporting etc. as appropriate internally to support continuous improvement activities;
- Liaise with and support the Accounting department, in invoices payment monitoring of Côte d’Ivoire members;
- Ensure the regular update of Côte d’Ivoire members database, in collaboration with the Member Monitoring Team and the Senior Associate Training & Certification; and
- Other duties and projects as assigned.