BackPosted on 10/05/2016
Full time |
Salary type not mentioned
Salary not mentioned |
MAIN RESPONSIBILITIES :
1. Claim management :
Manages the claims coming from MSF Supply’s Customers. Is the focal point for MSF Supply’s customers (MSF’s fields of operation, other MSF procurement centers, non MSF customers) to file a claim. He/She handles the full claim procedure from reception to closure and make sure the necessary people and documentation are gathered for the investigation. Under the supervision of the responsible persons, he/she triggers the CAPA (including financial compensation or replacement if needed, including as well administrative work with insurances). Reports and analyses the claims
Helps the field put in place a continuous improvement culture at their level by fostering the claim reporting from their “customer”, supports them in the elaboration of procedures and, eventually, combines and analyses their measurements.
2. Customer satisfaction :
Participates to the initiatives and projects dealing with the “customer satisfaction” aspect in order to measure and monitor the quality of the service provided by the Supply Unit from a user perspective.
Manages the “customer satisfaction monitoring system” project.
Reports and analyses the customer satisfaction in order to trigger the necessary action to increase it.
3. Internal processes :
Launches and follows internal investigations.
Issues CAPA reports
Manages the training of people on the quality tools
4. Provide any other support as requested by the hierarchy on quality topics, for instance when MSF Supply requires specific documents for their shipment to the field.
5. As a member of MSF Supply organization, may work exceptionally in the warehouse to help on emergencies operations or inventories.
Gaining a good knowledge of MSF Supply Chain (end to end).
Understanding and follow the project management mode.
Having to deal with and motivate many actors and stakeholders with no hierarchical links with them. Having to deal with people in the field with a high turnover (need to constantly repeat / retrain new people on the tools and procedures)
Key figures : About 150 claims / year, about 50 people to train / year
3 years of professional experience (humanitarian field experience is an asset)
Language skills : French and English.
Functional skills : Very good relational, negotiation and communication skills. Structured and analytical person. Critical mindset in a global vision and appetite for procedures.
Technical skills. Project management experience. Quality insurance experience. Knowledge of the insurance world is an asset. Knowledge of the Supply Chain is an asset.
WE OFFER :
A Permanent contract
Salary according to experience
Meal vouchers, hospitalization insurance, pension group insurance, transport fee
Start date: As soon as possible
Location : Neder-Over-Heembeek (Brussels) – Belgium
Please send your curriculum vitae and a motivation letter by May 22d, 2016 with reference Quality Officer by mail firstname.lastname@example.org
For more information, please check our website: www.msfsupply.be
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