Customer Success Officer

Position summary:

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, claims and supply chain requirements. Uses best practice Customer Success processes to optimize customer experiences, meet team goals and grow the mission impact of the organization.  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 claims requirements by email, phone calls and live chats in multiple languages;
• Review and approve claim approval requests for certified products and promotional materials;
• 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, Assurance, Product Development, Relationship Management and Marketing & Communications to provide outstanding support to companies;
• Share inputs and feedback for customer success processes, reporting etc. as appropriate internally to support continuous improvement activities; and
• Other duties and projects as assigned.

Qualifications:    

• Education: Bachelor’s degree or higher preferred (but not a must).
• Work Experience: Minimum 1-2 years of relevant experience, such as customer service, sales, marketing or communications.
• Communication Skills: Excellent writing, editing and verbal communication skills in English and minimum one of the following languages: DE/FR (native level), fluency in any additional European language is a plus.
• Computer Skills: Proficient in Microsoft Office and internet applications.
• General Work: Strong organizational skills to manage multiple priorities in a time sensitive manner, excellent interpersonal skills, customer orientation and strong attention to detail.
• Mission: Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture preferred.
• Travel Requirements: Ability to travel up to 10% per year, including internationally.

 Job Level: 5A

Salary: Commensurate with experience.

Deadline:  26 July 2024

Notes: Only candidates authorized to work in the Netherlands will be considered.

If you have any questions about the job vacancy, please contact the HR department: recruitment@ra.org


The Rainforest Alliance is creating a more sustainable world by using social and market forces to protect nature and improve the lives of farmers and forest communities. To achieve our mission, we partner with diverse allies around the world to drive positive change across global supply chains and in many of our most critically important natural landscapes.

Our alliance spans 70 countries and includes farmers and forest communities, companies, governments, civil society, and millions of individuals. Together we work to protect forests   and biodiversity, take action on climate, and promote the rights and improve the livelihoods of rural people.

As an international nonprofit organization with more than 30 years of experience in sustainability transformation, we understand that the social and economic well-being of rural communities is tightly connected to ecosystem health. This knowledge has shaped our rigorous programs to advance sustainable land-use and commodity production.

At the Rainforest Alliance we combat climate change, protect forests and biodiversity, promote human rights, and improve livelihoods. The enormity of the social and environmental challenges we are facing requires working together in a broad alliance. This is why we bring farmers, forest communities, companies, and consumers together to change the way the world produces, sources, and consumes.

Why
To protect nature and improve lives it’s becoming increasingly urgent that we approach the way we use our land and produce food and other products in more sustainable ways. For this to succeed we need to fundamentally change the