Position: Customer Success Representative (Albania)
Company: Helpware
Category: Support
Experience required: 1y
English level: upper
Published: 2022-07-01T00:00:00+03:00

At the Rainforest Alliance, we are building an alliance to create a better future for people and nature by making responsible business the new normal. To advance our mission, we focus on amplifying our impact on the ground through systemic transformation: change across the entire supply chain, change in the relationship between people and nature, and change within our own organization. We achieve this transformation by working in 
collaboration with a wide range of stakeholders to create a stronger Alliance. Together, we amplify the voices of farmers and forest communities, improve livelihoods, protect biodiversity, and help people adapt to climate change in bold and effective ways. We embrace transparency because we believe that the best way to build trust across our alliance is through openness about our tactics, our impact, and our partners on the ground. 
Together, we can achieve our vision of a world where people and nature thrive in harmony.

**POSITION SUMMARY:**
The Associate Customer Success supports the initiatives of the Rainforest Alliance’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 Rainforest Alliance Certified products. The Associate Customer Success interacts with the different sector companies, gives advice, and troubleshoots their navigation through Rainforest Alliance 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. 

**RESPONSIBILITIES: **
• Respond to general inquiries from producers, companies, organizations, and individuals wishing to source and/or promote products with crops from farms with the Rainforest Alliance certification.
• Have professional interactions with companies in the different sectors and walk them through the Rainforest Alliance customer journey, providing them with information on how to register in the program, the implementation of farm or supply chain 2 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 Rainforest Alliance registration, traceability, and trademark approval systems.
• Troubleshoot clients as they navigate through the Rainforest Alliance 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.

**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 experiencing 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.