Senior Customer Procedure Management Officer at Rainforest Alliance

POSITION SUMMARY:  

The Customer Operations Service unit is part of the Data & Tech department which provides guidance, services and digital tools to producers and companies, enabling them to join our programs, achieve certification, monitor progress, trade and make sustainability claims, and generally handle their supply chains and responsible sourcing relationships.  

The Senior Customer Procedure Officer sits within the Customer Operations Service Unit and is responsible for managing the development of standard operating procedures across our customer facing teams. Supporting the current needs of Customer Care, the Senior Customer Procedure Officer will manage the identification, maintenance and creation of knowledge assets, promoting structure, consistency and trust, thereby driving stakeholder satisfaction. Relationship management and customer satisfaction are guiding principles in this work.

As the Senior Customer Procedure Officer, you will also work with internal stakeholders to ensure that our publishing process for our Knowledge Base is streamlined and that the content we publish brings added value. It will be your job to decide on the appropriate channel for the incoming publication requests. You will also identify trends, (e.g., from frequent queries) and initiate an appropriate response to close the gap on missing knowledge, process or procedure. This could involve requesting additional training for customers, or building/revising current knowledge assets such as our Frequently Asked Questions lists or Standard Operating Procedures.

RESPONSIBILITIES:

• Lead and streamline the (internal) Customer Operations Management Service Desk
• Lead on the management and governance of Standard Operating Procedures for customer facing staff
• Lead on Content Management & Publication Processes, fostering greater alignment between departments.
• Identify trends and initiate an appropriate response to close the gap on missing knowledge or a missing process across customer facing teams.
• Decide on the appropriate channel incoming publication requests for our Knowledge Base
• Work with internal stakeholders to ensure that publications have a consistent ‘tone of voice’ and are empathetic to end-user needs.
• Lead the versioning and ownership of email templates.
• Create a culture of structure, consistency and trust with your internal stakeholders.

QUALIFICATIONS:

• Education: Bachelor’s degree or higher
• Work Experience: Minimum 5 years of relevant experience
• Organizational Skills: Our ideal candidate is highly organized, structured, has an eye for detail and handles multiple priorities in a time sensitive manner.
• Interpersonal skills: Strong stakeholder and change management skills are crucial. Should be able to communicate effectively with all levels of management within the organization.
• Communication Skills: Excellent writing, editing and verbal communication skills in English are required.
• Computer Skills: Proficient in Microsoft Office, Jira, knowledgebase systems would be an advantage
• General Work Approach: Our ideal candidate is customer orientated, and identifies and then acts on opportunities for standardization.
• Mission: Knowledge of sustainability practices, a passion for environmental issues and experience with certification in sustainable agriculture and/or forestry preferred
• Travel Requirements: Ability to travel up to 20% per year, including internationally