Bilingual Certification Operations Assistant

Essential Responsibilities

• Work daily in a proprietary database to complete an array of data entry tasks for a variety of client submissions, ensuring that database records are accurate, consistent, and current.
• Support CCOF clients by providing high-quality customer service in both Spanish and English via phone and email correspondence regarding general questions and client online portal assistance.
• Independently manage workload to ensure timely completion of tasks to meet deadlines and support team goals. Complete quality and quantity of work on par with other Certification Operations Assistants of similar tenure.
• Conduct peer-to-peer training and follow-up for new team members to ensure that they are proficient in their responsibilities and work efficiently and effectively to contribute to the team's success.

Specific Duties

• Work daily in a shared email inbox to upload client submissions into the database, process them, and assign workload to Certification staff, including rush and expedited requests (high priority submissions with short turnaround timelines). Complete data entry for various client updates such as transitional/organic parcel status changes, parcel and product additions, renewals, surrenders, and other updates.
• Process new client applications including completing data entry, processing payments, and following up with applicants.
• Respond to general inquiries from CCOF clients in both Spanish and English and provide excellent customer service for incoming phone calls and email inquiries. Accept and transfer calls to appropriate staff in a timely and courteous manner.
• Aid the Front Desk, Accounting, New Applicant Support, and Certification staff by answering questions regarding client submissions and communications.
• Process inspection report documents and assign inspection reports for review.
• Process Export Certificate and NOP Import Certificate requests and answer client questions.
• Support team workload by completing special projects, updating work instructions, and demonstrating initiative to improve administrative system efficiencies.
• Attend and contribute to biweekly Certification Operations Team meetings and recurring staff meetings. Monitor internal communications to maintain knowledge of current topics, updates, and announcements.
• Provide Spanish translations for team members and team resources (e.g., email templates and signatures, Certification Operations internal procedures, contextual explanations, and refine email drafts following initial machine translation). Review translated materials to ensure accuracy, appropriate tone, and technical correctness. Support special projects and participate in Spanish Services meetings as needed.

Required Qualifications

• Bilingual proficiency in both English and Spanish extending to written and spoken communication for Spanish speaking audiences including clients in the US and Mexico. Ability to write and understand complex communications and have challenging conversations in both languages.
• Commitment to anti-discrimination and employee well-being. Ability to collaborate effectively with individuals from different backgrounds, demographics, and communication styles to foster a respectful, inclusive, and professional work environment.
• Critical thinking skills to independently navigate unfamiliar situations and use available resources to solve problems. Ability to adapt to change while working effectively within a team, managing shifting priorities and remaining open to new ideas. Able to ask for help when needed.
• Highly organized, motivated, detail-oriented, and with strong time management skills. Capacity to prioritize and follow through on tasks with competing deadlines while maintaining quality. Ability to multitask and manage interruptions throughout the day.
• Professionalism in customer service. Displays a courteous, helpful attitude at all times when interacting with clients. This includes being patient and respectful, taking the time to actively listen to clients’ needs and concerns, and responding thoughtfully and appropriately. Ability to ease the concerns of upset or anxious clients by de-escalating tense situations.
• Team Collaboration. Actively contributes to team success by completing tasks, meeting goals, and supporting project outcomes. Demonstrates respectful collaboration by actively listening to colleagues, valuing different ideas, and seeking opportunities to improve processes. Understands that their team’s success is their own success, and they share responsibility when their team experiences difficulties along the way. Ability to provide and receive constructive feedback.
• Proficient typing skills. Ability to perform large quantities of data entry for extended periods of time with accuracy and efficiency. Must demonstrate drive and determination to complete repetitive tasks. Notice and fix errors that others might overlook (because no one is perfect) and turn them into learning opportunities.
• Proficient computer skills including Microsoft Outlook, Word, Teams, Excel, and Adobe Acrobat. Aptitude for learning new software and/or databases. Ability to maintain accurate database records and to create documents and spreadsheets.

Desired Qualifications

• 1-3 years of experience in an applicable field gained through work or volunteer positions.
• Project management. Experience planning, coordinating, executing, and finishing single-scope projects.
• Knowledge and commitment to the principles of anti-discrimination. A willingness to engage in discussions about race, ethnicity, sexual orientation, class, ability, or gender and the ways our identities shape our workplace experiences.
• Experience working remotely and/or collaborating effectively with remote teams.
• Experience working in complex database programs (i.e., Intact Platform).
• Commitment to CCOF’s mission to advance organic agriculture for a healthy world.

Supervisory Responsibilities or Key Relationships

This role does not have any supervisory responsibilities.

Physical Requirements

• Prolonged periods of sitting and/or standing at a desk and working on a computer.
• Regular 8-hour workday scheduled within the Pacific Time Zone. CCOF business hours are Monday through Friday from 8:00 am – 5:00 pm Pacific Time.