Worldwide Flight Services (WFS), part of the SATS Group, is a leading global player in international air cargo with more than 50,000 employees worldwide. At Schiphol, we play an important role in the logistics chain. In a dynamic 24/7 environment, we ensure that goods reach their destination safely, quickly, and efficiently.
To strengthen our team, we are looking for a Service Delivery Officer who plays a key role in coordinating, managing, and improving our customer service processes.
In this role, you act as the link between WFS and our customers. You proactively identify and resolve service-related issues and contribute to improving customer satisfaction.
You regularly meet with customers and ensure that agreements, action points, and progress are clearly documented. You monitor performance, identify bottlenecks, and work closely with internal teams to implement improvements and make results measurable.
In addition, you manage projects, ensuring that all stakeholders act in a timely manner and that progress is closely monitored. You analyze performance, including Cargo iQ metrics, and ensure alignment with agreed Service Level Agreements (SLAs).
You manage and evaluate processes, propose improvements, and identify risks related to SLA compliance. You also prepare CAPA reports, ensuring they meet required standards and are properly implemented.
You work in a structured way, maintain oversight, and are able to act quickly when processes are under pressure.
What do you bring?
• Bachelor’s degree level (HBO) or equivalent
• Willingness to work variable hours
• Experience in a similar role is a plus
• Knowledge of multiple languages is a plus
• Experience with process management and working with procedures and manuals
• Strong communication skills in Dutch and English, both written and spoken
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Flexible, stress-resistant, and able to maintain overview
• Decisive, proactive, and results-driven
• Ability to set priorities and quickly respond to process disruptions
What do we offer?
• An exciting and challenging role in a dynamic international environment at Schiphol
• A fast-paced and friendly workplace with supportive colleagues
• A competitive salary with attractive secondary benefits
Will you become our new colleague at WFS at Schiphol?
Apply now and discover how exciting it is to work in air cargo!
Send your CV and short motivation to Mirjam Hellinga (HR Manager) via: recruitment.ams@wfs.aero
Unsolicited acquisition in response to this vacancy is not appreciated.