FIDI is the largest global federation of international moving and relocation companies, with members in over 100 countries. All FIDI members share a common commitment to high-quality service, proven through the FAIM Quality Standard – the most stringent and comprehensive quality certification in the industry, audited by EY.
The FAIM Coordination Center (FCC) manages this certification process and supports Affiliates worldwide in achieving and maintaining their FAIM accreditation.
More information on FIDI:
More information on the FAIM Quality Standard and the FCC:
Job purpose
The FAIM Coordination Center (FCC) supports FIDI members worldwide throughout the FAIM certification process. We are looking for a
detail-oriented and customer-focused Customer Service Coordinator
to join our team.
In this role, you will coordinate FAIM audits, support members in navigating the compliance procedure, and act as their single point of contact. You will also contribute to the development, implementation, and improvement of the FAIM quality programme.
The Customer Service Coordinator reports to the Quality Project Manager and works closely with two other FCC colleagues.
Job dimensions
The primary duties and responsibilities of the FCC Customer Service Coordinator are (but are not limited to):
* Guide FIDI members through the entire compliance procedure
* Monitor and track document submissions across multiple audit cycles
* Process and review documentation submitted by FIDI members
* Conduct preliminary checks and assessments on audit documentation
* Ensure that all information is updated into the relevant internal systems
* Submit the relevant information to the external auditors so they have all of the information to perform the audit
* Communicate professionally with FIDI members worldwide via email regarding documentation requirements and procedures
* Support the coordination of audit logistics and scheduling
* Monitor and report internally on the various stages of the audit process, keeping the Quality Project Manager informed of all decisions and challenges that affect or shape project delivery
Skills and Qualifications
* Strong organisational skills, able to manage multiple processes simultaneously
* Excellent attention to detail and accuracy
* Critical thinking abilities to assess documentation and spot discrepancies
* Fluent in English (spoken and written); additional languages are an asset
* Excellent communication skills: able to write clear, professional, and customer-friendly emails
* Proficiency in MS Office (Excel, Word, Outlook); knowledge of Visio, CRM, or SharePoint is an advantage
* Ability to document processes and procedures clearly and concisely
Profile and experience
* Detail-oriented and customer-focused, with a quality assurance mindset
* Bachelor's degree or a minimum of two years' experience in quality management, project coordination, or customer service is an asset
* Comfortable handling large amounts of documents with precision
* Independent, proactive, and hands-on, but also collaborative within a small team
* Able to work effectively in a largely remote environment while building strong team connections
What we offer
* Flexible working arrangement: this is a hybrid position: possibility to work remotely with regular office attendance in Brussels required for collaboration, training, or project needs
* A role with a lot of autonomy
* An international working environment with FIDI members from all over the world
* A small and supportive team where collaboration and knowledge-sharing are key
* Opportunities to develop expertise in international quality processes and audits