Position: Customer Success Representative (German\English)
Company: Helpware
Experience required: 2y
English level: fluent

The Associate Customer Success supports the initiatives of the company’s business partners in Latin America, Europe or Asia along the global supply chain (e.g. producers, exporters, traders, importers, manufacturers, retailers, etc.) to promote products. The Associate Customer Success interacts with the different sector companies, gives advice and troubleshoots their navigation through systems to assure compliance with Trademark, Farm, Supply Chain and Traceability requirements. The Associate Customer Success uses best practices in Customer Success processes, optimizes customer experiences and grows the mission impact of the organization. Customer satisfaction, troubleshooting and data analysis are guiding principles in this work.

Key Responsibilities:

Respond to general inquiries from producers, companies, organizations and individuals wishing to source and/or promote products with crops from farms with the company's certification.
Have professional interactions with companies in the different sectors and walk them through the customer journey, providing them with information on how to register in the program, the implementation of farm or supply chain requirements including traceability, use of the certification seal, licensing and mutual recognition where applicable.
Provide information and technical support to producers, companies and other stakeholders on the implementation procedures of certification.
Assist in delivering training and webinars to different users in matters such as the registration, traceability and trademark approval systems.
Troubleshoot clients as they navigate through the certification, traceability and trademark systems.
Support team goals and projects in coordination with others in local, regional or global teams as needed
Share inputs and feedback about Customer Success processes to support continuous improvement activities
Other duties as assigned.

Preferred Qualifications:

-Bachelor’s degree preferred, ideally in sustainable marketing, communications or business;
-Minimum 2 years of relevant experience in administrative, customer service, tech support or communication roles in a professional office environment;
-Understanding and experience of sustainability and certification programs is highly desired;
-Strong writing and verbal communication skills in English and German;
Interpersonal abilities and openness to interact with other cultures with tact and diplomacy;
-Positive attitude, with strong organizational and time management skills;
-High attention to detail, analytical and strong customer orientation.
-Ability to interpret and explain guidelines and requirements to others;
-Comfortable with the use of Teams, Zoom or other online communication tools;
-Proficient in Microsoft Office and internet applications.

We offer:

-Possibility to work remotely;
-Schedule: 9.30 – 16.30 CET;
-Competitive compensation linked to USD rate;
-English classes with a native speaker;
-Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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