Senior Training Officer (Customer Care/Customer Success) at Rainforest Alliance

POSITION SUMMARY:

The Senior Training Officer in the Customer Operational Service (COS) Team is responsible for supporting primarily the Customer Care team (within Data & Tech), acting as a trainer and training expert. The goal is to provide guidance, support and to facilitate training to all the customer facing units. The Senior Training Officer is also responsible for structuring and utilizing the company’s knowledge to improve the overall Customer Experience. Relationship management and customer satisfaction are guiding principles in this work.

The COS 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.

RESPONSIBILITIES:

• Monitors the established Training approach (Learning Cycle) that supports our consistent and timely response to inquiries, contributing to the overall Customer Experience:
  • Measure the performance of customer facing teams
  • Gather feedback & review for improvement
• Ensure RA Trainers and staff have the knowledge they need to provide the best service to our customers:
  • Create training materials (eg: bite size trainings and video creation) with the Subject Matter Expert as applicable
  • Plan & host or facilitate training, workshops or case study sessions and followup in line with the training curriculum and learning approach
  • Deliver and facilitate training internally & externally as needed
• Owner of the Rainforest Alliance Certification Platform (RACP) training curriculum
• Support the standardization, version control & publication of all training materials in the relevant portals (such as our Learning Platform (LMS- called the Rainforest Alliance Learning Network) and the Knowledge Base) in collaboration with the Senior Training Officer/ Senior Customer Procedure Officer and other training teams as relevant
• Support the onboarding structure for Customer Care

QUALIFICATIONS:

• Education: Bachelor’s degree or higher
• Work Experience: Minimum 2-3 years of relevant experience
• Experience with technologies and best practices for instructional manuals, teaching platforms, materials designs and video editing
• Able to multitask, prioritize, and manage time efficiently
• Communication Skills: Excellent writing, editing and verbal communication skills in English, facilitation skills
• 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, including internationally