SATS Ltd
WFS is looking for a Quality Officer.
Purpose of the Department
* Monitoring the quality requirements of customers (direct and indirect), authorities and the sector in general. This includes performing internal and external audits, assisting during customer and authority audits, carrying out various measurements, processing the results, and supporting customers with questions or remarks. All activities are aligned with the WFS Quality Management System and the ambition to improve existing processes and productivity.
* Setting up and maintaining various QMS and other systems applicable in the air cargo sector.
* Providing support in the context of GDP/CEIV.
Purpose of the Position
* Assisting the Quality Manager and taking over certain tasks when necessary or during absence.
* Administrative processing of quality‑related documents such as manuals, customer complaints, audit reports, measurements and statistical data.
* Supporting customers by providing the appropriate information.
* Actively contributing to the preparation and follow‑up of customer audits.
* Contributing to the implementation and compliance of various sector requirements: DG, pharma, live animals, etc.
Main Activities
Operational
* Ensuring compliance with standard procedures.
* Conducting internal audits and reporting observations.
* Processing statistical data.
Customer Relations
* Contributing to the professionalisation, positioning and image of the company towards employees, customers and external parties.
* Ensuring smooth and accurate service delivery to customers.
* Following up, processing and communicating customer issues and complaints to the responsible departments (office, warehouse, accounting, facility) and to the Quality Manager.
* Participating in audits and visits.
Quality Management
* Conducting research into improvements of procedures and process optimisations.
* Setting up and maintaining sector‑related quality systems.
* Recording and following up incidents and complaints.
Communication
* Acting as a point of contact for customers (direct and indirect), authorities and colleagues; listening to, processing and reporting issues and complaints to the Quality Manager and/or other responsible departments.
* Maintaining the complaint database.
Result Areas
* Ensuring compliance with standard procedures related to monitoring internal and external quality requirements.
* Ensuring continuous and accurate service delivery to internal and external customers to achieve optimal customer satisfaction.
* Ensuring proper information flow to all relevant departments to support internal communication.
Authorities
* Responsible for independently processing customer complaints.
* Responsible for maintaining a professional relationship with customers in line with company standards.
* Responsible for timely and accurate processing of statistical data.
Performance Indicators
* Accuracy of work.
* Compliance with standard procedures and procedures related to Pharma, DG, etc.
* Customer satisfaction.
* Internal and external communication.
* Smooth interaction with customers and colleagues.
Important
This job description serves as a guideline for the above‑mentioned position and cannot be considered a complete list of tasks and responsibilities. The profile description may be modified at any time.
Profile
* Quality‑related education.
* Minimum 2 years of experience in an office environment within the logistics sector (freight forwarding, transport, distribution, specifically air cargo), preferably gained within the company.
* Good knowledge of Dutch, French and English.
* Good knowledge of MS Office (Word, Excel, Outlook).