STATUS: Full-time, exempt
REPORTS TO: Senior Manager, Materials
LOCATION: Remote, United States The International Living Future Institute (Living Future) is seeking a Materials Specialist to join our dynamic Materials Team. This team inspires, supports, and celebrates hundreds of manufacturers that are making a positive impact in the world through their pursuit of our programs, which currently include Declare and the Living Product Challenge.Declare is Living Future’s material health transparency program that serves as a “nutrition label” for building products. Manufacturers voluntarily disclose product ingredients and information on easy-to-read Declare labels, which are publicly available in our free online database. This helps architects, designers, and consumers easily identify and specify healthier building materials. The Living Product Challenge (LPC) is Living Future’s science-based certification for products that help to restore our planet and improve the quality of human life. As the world’s most advanced standard for healthy, sustainable products, LPC uses a holistic framework and third-party verification to push manufacturers to create products that are healthy and give back more than they take.The Materials Specialist will serve as a primary point of contact for manufacturers pursuing Declare labels. The Specialist is responsible for providing technical support and guidance to customers, and the careful review of submitted documentation to ensure adherence to the program requirements. The Specialist will also support and assist in sales and other efforts of the Materials Team to successfully grow and implement the programs. While the Specialist primarily focuses on Declare, they occasionally support other Living Future material programs. The successful applicant will have successful customer service experience, knowledge of the built environment and/or manufacturing industry, and a passion for sustainable, restorative, and regenerative design and products.JOB RESPONSIBILITIES
CUSTOMER SUCCESS (40%)Provide excellent customer service by maintaining expertise on Declare to answer customer questions by email, video, or phone. Questions may range from general to highly technical.Work directly with manufacturers to overcome limitations and challenges with Declare submissions.Manage client feedback, working directly with the team leadership to build relationships, resolve customer concerns, and support program development.Understand clients’ current and future needs to identify how Living Future can address them through Declare and other Living Future Programs.Ensure label review and publishing turn-around times are within Declare program guidelines.Act as first liaison for international clients and affiliates, directing inquiries to the appropriate global team members to help maintain excellent customer service and program reputation.LABEL INTEGRITY (40%)Carefully review Declare label submission materials to ensure adherence to program requirements.Flag and review areas of question with the Senior Manager, Materials to determine a ruling.Draft and issue Declare labels.IMPACT MEASUREMENT (10%)Track success stories, roadblocks, and lessons learned shared by customers.Collaborate with staff to bring customer support insights to our program development process.PROGRAM ADMINISTRATION (10%)Maintain the database of Declare labels.Utilize project and customer management tools (i.e. Asana and Salesforce) to manage applications and tasks.Support lead development and sales of various Living Future programs and offerings.Collaborate with Living Future teams and staff members to strengthen cross-program and organizational success.Continuously monitor, and effectively document and report to the team any developing trends in the marketplace or in daily interactions that may pose a risk or new opportunity for Living Future programs.