Certification and Membership Coordinator

**Job Title**: Certification and Membership Coordinator

**Reports to**: Certification Program Manager (vacant)

**Term**: Indeterminate, full-time

**Pay Range**: $55,593 to $62,002

**The Organization**

The Forum for International Trade Training (FITT) is a not-for-profit organization dedicated to providing international business training, resources and professional certification to individuals and businesses. Our international business training solutions are the standard of excellence for global trade professionals across Canada and around the world.

**Why Join Us at FITT**

Join a dedicated, close-knit team on a mission to empower our clients in enhancing their international trade expertise. We’re a diverse, innovative, and growing organization that is committed to providing our employees with opportunities to develop their knowledge, skills, and career. We support employee health and wellness, and offer a competitive total rewards package, including health benefits, ongoing development opportunities, performance-based bonus, remote work environment, and RRSP options.

**FITT Core Values**

We expect our employees to live our core values: We are relentless in the pursuit of excellence; We live a global mindset; We are always learning; and, We forge mutually beneficial relationships.

**Overview of Position**

The Certification and Membership Coordinator ensures excellence and prompt delivery of services to existing and potential clients, with primary focus on servicing members and Certified International Trade Professionals (CITPs). This position is a prime client liaison role.

This position is most suited to an individual who thrives working in a small business environment, and in a position where tasks are both routine and repetitive but can also change based on corporate priorities and needs of the clients. As FITT is a small organization, you will be involved in a variety of assignments; your work will be simultaneously independent and interdependent, including cross-functional team-based work, and at times will require you to take on tasks that may fall outside of your own job remit.

**Position Accountabilities**
- Excellence in delivery of client services
- Uphold and improve upon FITT’s certification program standards
- Effective implementation of certification program activities
- Effective implementation of membership program activities
- Key Responsibilities
- Coordinate and implement the daily operations of the membership program and related projects, including processing renewals and new member registrations and responding to membership inquiries
- Provide governance support for Certification Council and Committees
- Build and maintain strong and supportive relationships with certification and membership clients, ensuring their needs are met with exceptional service
- Explore, recommend, and implement enhancements to customer relationship management practices and business processes to support client satisfaction, retention and growth opportunities, including updates to the certification and membership platforms
- Uphold and suggest improvements to policies and procedures for certification and membership programs, identifying risks and opportunities, recommending corrective actions, and implementing approved actions
- Support and assist with updating and creating informative and engaging resources for certification and membership programs, including stakeholder communications and support materials
- Assist with the implementation of quality assurance processes to maintain high standards in communication and content development
- Ensure that all deliverables comply with relevant regulations and meet FITT and industry standards, including ISO 17024 standards for the certification program
- Maintain an accurate and complete CRM
- Special projects and other duties as required

**Required Qualifications, Knowledge, Skills, and Abilities**
- Minimum of 3 years recent experience in customer service or a related field
- High school diploma or equivalent and/or higher education or certifications in customer service, communication, or related fields
- Empathy, patience, positive attitude, and client-focused mindset are required soft skills to support clients from diverse backgrounds and with varying issues
- Exceptional verbal and written communication skills to interact effectively with clients
- Exceptional active listening skills to understand client concerns and needs
- Adaptable and flexible in task management, with the ability to effectively adjust to evolving priorities and varying situations
- High level of attention to detail, with an ability to produce high-quality work efficiently
- Tech savvy and strong skills in data management systems
- Strong problem-solving abilities

**Desired Assets**
- Experience in coordinating and supporting professional certification and membership programs
- Experience with small / medium businesses and/or not-for-profit sector
- Experience working with I