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
How To Apply
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