Certification Experience Officer - Bonn, Deutschland - FSC Global Development GmbH

FSC Global Development GmbH

Geprüftes Unternehmen

Bonn, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

The Mission

To effectively meet the challenge of protecting the world's forests, we are committed to ensuring we have the world's most skilled people working with us.

This commitment extends to everyone that works in FSC around the world:

from those that lead the design of policies and standards, to those that roll out those same policies and standards on the ground, and to those that provide us with backbone to do our work.

We are looking for an engaged
Certification Experience Officer who brings solid expertise and a passion for FSC's mission, to work with us in a multinational environment.

The Scope

Coordinates aligned and harmonious certificate holder experience journey and support; ensuring smooth collaboration, communication, and resolving issues among units and projects impacting the value proposition to certificate holders.

Main Roles and Responsibilities

Own the key communication forum for AAF Policy and related processes (e.g. Annual Administration Fee Support Mailbox), leading the case management and categorizing and distributing inquiries to appropriate internal eamds and following up to ensure resolution.
Respond directly to and follow up with inquiries from certificate holders and certification bodies related to AAF, ensuring prompt and effective solutions.
Support general project management coordination and oversight of AAF project tasks, including coordination with the AAF Steering Committee; prepare decisions.
Work with market unit to develop and improve customer service strategies and experiences for certificate holders.
Collaborate with technology unit in implementing and optimizing a ticketing or request management system for handling inquiries.
Maintain communication records, contributing to the continuous improvement of customer support.
Serve as a key liaison regarding AAF between certificate holders, certification bodies, and other FSC's stakeholders and teams such as Finance, Account Management, Certification Performance and Relations.
Any other task as assigned by formal supervisor and project work as assigned according to special organizational needs.

Qualification, Experience and Skills
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Education and Training:

University degree or equivalent training or experience in business administration, marketing, communications, or related fields.

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Working Experience, Style and Skills:

At least two years of leadership experience in customer journey, communications, or support functions.
Ability to facilitate between multiple stakeholders with various interests and needs.
Ability to perform well while handling simultaneously a number of administrative and support functions.
Solutions and serviceoriented attitude to work.
Strong organizational, administrative and time management skills.

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Computer Skills - good skills in the use of/experience with: