Skip to main content

Customer Success Coordinator

About the Rainforest Alliance:

We are building an alliance to create a better future for people and nature by making responsible business the new normal.

The Rainforest Alliance works at the intersection of business, agriculture and forests. By bringing diverse allies together we are making deep-rooted change on some of our most pressing social and environmental issues. Together, we amplify the voices of farmers and forest communities, improve livelihoods, protect biodiversity, and help people mitigate and adapt to climate change in bold and effective ways.

Our alliance needs you, whoever you are and wherever you stand. By joining forces with producers, businesses and consumers, we can transform our relationship with the land and forests we rely on. We can make that relationship work better for all.

Together, we can achieve our vision of a world where people and nature thrive in harmony.

Position summary:

Responsible for supporting the Rainforest Alliance’s business partners along the global supply chain (e.g. producers, exporters, traders, importers, manufacturers, retailers, etc), giving advice to assure compliance with Traceability Guidelines, Chain of Custody policy and Trademark approval guidelines. Uses best practices in Customer Success processes, optimizing customer experiences and grow the mission impact of the organization. Relationship management and customer satisfaction are guiding principles in this work.

Responsibilities:

  • Provide timely, high quality assistance and follow up through multiple channels to clients around the globe in the different supply chains of Rainforest Alliance Certified products;
  • Respond to inquiries with tact while maintaining a good relationship with the clients and their expectations;
  • Provide information on the implementation of traceability and other requirements such as certification and labelling. Primary focus will be traceability;
  • Walk the clients through the different processes of sales declaration, change requests and cancellation requests on the traceability system;
  • Provide guidance on the different options for companies to declare sales, based on the traceability guidelines;
  • Join calls with specific companies when traceability advice is needed;
  • Provide trainings and guidance mostly online, but be able to provide training face to face when required;
  • Monitor transactions and apply corrective measures as detected;
  • Support team goals by doing manual entries and coordinating work with others whenever needed;
  • Support the development and improvement of traceability systems;
  • Work with Product Owners on the development of tools. This requires participating on phone calls and providing inputs;
  • Collaborate with other units when needed;
  • Share inputs and feedback about customer success processes to support continuous improvement activities; and
  • Other duties as assigned.

Qualifications:

  • Advanced studies in a Bachelor’s degree;
  • Minimum 3-5 years of relevant experience in administrative, customer service, tech support or communication roles;
  • Strong writing, editing and verbal communication skills in Spanish and English is a must. Other languages a plus;
  • Interpersonal abilities and openness to interact with other cultures with tact and diplomacy;
  • Positive attitude, with strong organizational and time management skills;
  • Strong customer orientation, detail-oriented and analytical;
  • Adapts easily to change;
  • Basic knowledge of supply chains of certified agricultural products. Knowledge of certified coffee or tea supply chains is a plus;
  • Ability to manage relationships with clients and their expectations of our service;
  • Ability to interpret and explain guidelines and requirements to others;
  • Comfortable with the use of Skype, GotoMeeting or other online communication tools;
  • Minimum commitment of 2 years with the Customer Success team;
  • Proficient in Microsoft Office and internet applications
  • Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture and/or forestry preferred;
  • Availability to travel up to 10% per year, including internationally

Salary:

Commensurate with experience.

Notes:

Only candidates eligible to work in Guatemala will be considered for the position.

Application:

Send resume, cover letter and salary expectation to Human Resources, Rainforest Alliance, 8 Avenida 15-62, zona 10, Ciudad Guatemala, Guatemala 01010. Fax: (502) 2300-6800; E-mail:guatemalapersonnel@ra.org. If emailing, use the following format in the subject line: first name and last name, job title of position you are applying for.