Background information about the job or company (e.g., role context, company overview)

The Rainforest Alliance is a growing network of people who are inspired and committed to working together to achieve our mission of conserving biodiversity and ensuring sustainable livelihoods. Through creative, pragmatic collaboration, we aim to rebalance the planet by building strong forests and healthy communities around the world.

Responsibilities or duties

Serve as a business stakeholder for the Customer Care Department

To liaise with different teams and departments that collaborate with or interact with the Customer Care Department, bringing together relevant stakeholders to align and streamline processes that directly impact customer satisfaction and KPIs for the Customer Care department

To facilitate the exchange of information and subsequently provide comprehensive reports to the COS Manager on matters impacting customer experience and journey

Coordinate User Acceptance Tests (UAT) for Customer Service (CS) and Back Office (BO) and communicate findings effectively back to the respective departments

The role holds a strong overall understanding of the topics impacting the Customer Care department, while primarily acting as a stakeholder manager who brings in the appropriate SMEs to support and consult on specific topics (additionally functioning as a Subject Matter Experts (SME) on defined/relevant topics)

Serve as a Subject Matter Expert within the team, upskilling initiatives, internal communications, training development, and providing valuable insights for SOP, workarounds and procedure creation

Supports, initiates, creation of process flows, assignment of roles and responsibilities within teams for processes around system and UAT’s and validates internal communications that impact the CC department

Supports and facilitates trainings for COS trainers

Initiate, coordinate, contribute and/or establish Standard Operating Procedures (SOPs), Work Instructions and Workarounds derived from technical insights, specifically catering to the needs of the Customer Care Department

Contribute to UAT process improvements. Ensure that quality feedback is provided, promote a clear understanding and active participation from the assigned UAT team, and flag critical issues in a timely manner that may impact the business

Support with the publication of assets in the Knowledge base platform

Qualifications or requirements (e.g., education, skills)

Bachelor’s degree, Project Management, Business Administration, Process Engineering, or a related field, or demonstrate equivalent work experience within the Rainforest Alliance

A minimum of 3 years of proven expertise in Customer Care positions or process design is desirable and competence in Customer Service operational tasks

Experience in relationship management with various departments and supports information cascading and collaborate effectively in cross-functional teams

Experience in executing UAT’s and project management, with a keen eye for details and efficiency/optimalization

Showcase experience as a Subject Matter Expert through successful engagement in customer facing roles or similar positions

Possess exceptional writing, editing, and verbal communication skills in English, and ideally, in additional language(s)

Proficiently navigate Microsoft 365 Applications

Leverage strong and agile organizational skills to manage multiple priorities within business hours, demonstrating excellent interpersonal and analytical abilities, customer focus, and meticulous attention to detail

Hold knowledge of sustainability practices, a deep passion for environmental issues, and preferred experience with certification in sustainable agriculture and/or forestry

Be open to travel as needed for the role

• Serve as a business stakeholder for the Customer Care Department
• To liaise with different teams and departments that collaborate with or interact with the Customer Care Department, bringing together relevant stakeholders to align and streamline processes that directly impact customer satisfaction and KPIs for the Customer Care department
• To facilitate the exchange of information and subsequently provide comprehensive reports to the COS Manager on matters impacting customer experience and journey
• Coordinate User Acceptance Tests (UAT) for Customer Service (CS) and Back Office (BO) and communicate findings effectively back to the respective departments
• The role holds a strong overall understanding of the topics impacting the Customer Care department, while primarily acting as a stakeholder manager who brings in the appropriate SMEs to support and consult on specific topics (additionally functioning as a Subject Matter Experts (SME) on defined/relevant topics)
• Serve as a Subject Matter Expert within the team, upskilling initiatives, internal communications, training development, and providing valuable insights for SOP, workarounds and procedure creation
• Supports, initiates, creation of process flows, assignment of roles and responsibilities within teams for processes around system and UAT’s and validates internal communications that impact the CC department
• Supports and facilitates trainings for COS trainers
• Initiate, coordinate, contribute and/or establish Standard Operating Procedures (SOPs), Work Instructions and Workarounds derived from technical insights, specifically catering to the needs of the Customer Care Department
• Contribute to UAT process improvements. Ensure that quality feedback is provided, promote a clear understanding and active participation from the assigned UAT team, and flag critical issues in a timely manner that may impact the business
• Support with the publication of assets in the Knowledge base platform

• Project Management
• Process Design
• Customer Service Operational Tasks
• Relationship Management
• Cross-functional Collaboration
• User Acceptance Testing (UAT) Execution
• Subject Matter Expertise
• Writing, Editing, and Verbal Communication Skills
• Microsoft 365 Applications Proficiency
• Organizational Skills
• Analytical Abilities
• Customer Focus
• Attention to Detail

• Bachelor’s degree in Project Management, Business Administration, Process Engineering, or a related field, or equivalent work experience
• Minimum of 3 years of proven expertise in Customer Care positions or process design
• Experience in relationship management with various departments
• Experience in executing UAT’s and project management
• Experience as a Subject Matter Expert
• Exceptional writing, editing, and verbal communication skills in English, and ideally, in additional language(s)
• Proficiency in Microsoft 365 Applications
• Strong and agile organizational skills
• Excellent interpersonal and analytical abilities
• Customer focus
• Meticulous attention to detail
• Knowledge of sustainability practices
• Deep passion for environmental issues
• Preferred experience with certification in sustainable agriculture and/or forestry