The position
Responsible for actively supporting the Rainforest Alliance’s business partners in the tea sector (e.g. brands, manufacturers, processors, packers, traders), giving advice, onboarding, and training to assure compliance with the standards, policies, and requirements of our programs, including traceability and SAS2020 supply chain requirements. Uses best practice Customer Success processes to optimize customer experiences, meet team goals and grow the mission impact of the organization.
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;
- Provide active support to tea supply chain CHs to enable them to achieve compliance with appropriate requirements in SAS2020. This will be facilitated by working closely with the Sectors tea team, country managers, and key markets relationship managers – and guided by the strategic account manager, tea. Working in close cooperation with country, sector and key market relationship managers, as well as with CS;
- Identify actors in scope for certification and traceability across the Rainforest Alliance Program: In close coordination with the Strategic Account Manager, Key Account managers in critical markets, and Country managers in producing countries identify traders, processors, manufacturers, packers and brands in scope; liaise with Certification Partner Support and Customer Support Staff in the regions to facilitate onboarding of actors in producing countries;
- External Communication & Partner Support: In close coordination with country, sector and key market relationship managers and Customer Success proactively contact members of the trade in import countries to understand program requirements and ensure buy-in to the onboarding process, and support inquiries related to the certification program via calls and written correspondence; apply knowledge of RA’s certification policies and systems with a general working knowledge of the tea trade to effectively guide partners; provide in-depth trainings to stakeholders on core topics related to certification and compliance; monitor and report on the status of the trade in the 2020 certification program with the guidance of the Manager, Strategic Accounts Tea;
- Tea Team Collaboration: Escalate trending risks and opportunities with partner engagement in the certification program to the Strategic Account Manager and/or tea team and support an appropriate response;
- Cross-Functional Teamwork: Engage with colleagues in the customer success and standards & assurance departments to effectively meet the needs of partners; track the resolution of escalations to the supply chain certification and customer success team, especially cases related to traceability, and,
- Other duties as assigned.
QUALIFICATIONS:
- Bachelor’s degree or equivalent technical qualification
- Minimum 2 years of relevant work experience, in customer service, training or sales
- Excellent writing, editing and verbal communication skills in English, proficiency in any of the following languages is a plus: Spanish, Mandarin.
- An efficient and process-driven candidate with attention to data and detail
- Strong analytical and communication skills
- Ability to synthesise and present complex information in a clear and concise manner
- A collaborative and curious approach
- Demonstrated experience of working in a diverse team and in an independent contributor role
- Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture and/or the tea sector is preferred
- Ability to travel up to 10% per year, including internationally
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