Customer Quality Support Specialist

DaklaPack is growing rapidly, and our culture can be described as proud, hands-on, professional and proactive. Every day, more than 250 enthusiastic colleagues work with passion on innovative packaging solutions for customers worldwide. With offices in Europe, the United States, South Africa and Asia, we are an international organisation.

To strengthen our team in South Africa, we are looking for a Customer Quality Support Specialist who enjoys supporting customers and colleagues, coordinating quality matters and ensuring that documentation, questions and actions are handled accurately and on time. You will work closely with customers, Sales, Supply Chain, suppliers and the Quality Assurance team in the Netherlands.

TO DO LIST

Quality Documentation & Records Management

• Check that Certificates of Analysis (CoAs) and Quality Inspection Records and other quality documentation are accurate, complete and up to date.
• Ensure that quality documentation is uploaded promptly to SharePoint and/or ManualMaster and maintained in a clear, organised and traceable electronic filing structure.

Customer Complaints

• Receive, register and follow up on customer complaints and quality-related questions.
• Coordinate investigations with suppliers, Quality Assurance, customers, Sales and Supply Chain and share a weekly complaints report with the management team.
• Monitor and review root cause analyses and corrective and preventive actions, including agreed responsibilities and deadlines.
• Escalate urgent, recurring or high-risk quality issues when required.

Sales Support & Ticket Handling

• Handle quality-related tickets received from Sales accurately and within the agreed timelines, when necessary, in collaboration with the appropriate Quality Assurance colleague.
• Support requests for specifications, declarations, certificates and other quality documentation.
• Prepare and coordinate responses to customer quality questionnaires and desktop audits.

Quality Improvement Support

• Identify recurring complaints, documentation issues and quality trends.
• Support internal and external audits.
• Contribute to Quality projects, initiatives and continuous improvement activities.

General Quality Administration

• Provide administrative assistance to the Quality team to support smooth daily operations.
• Support other Quality activities and projects when required.

EXPERIENCE & KNOWLEDGE

• A relevant qualification or equivalent working and thinking level.
• Experience in Quality Assurance, complaint handling, Customer Service, Sales Support or a comparable administrative support role.
• Experience in packaging, manufacturing, pharmaceuticals, medical devices, food or another regulated environment is an advantage.
• Basic knowledge of quality management systems, such as ISO 9001, is an advantage.
• Experience with document management, electronic filing and maintaining accurate records.
• Strong administrative, organisational and follow-up skills.
• Experience with Microsoft Office, SharePoint and digital registration or ticketing systems.
• Experience with ManualMaster is an advantage.
• Professional command of written and spoken English.

HOW

• You work accurately and maintain an overview when several requests, complaints and deadlines are running at the same time.
• You take ownership and ensure that commitments are met.
• You communicate clearly and professionally with customers, suppliers and colleagues.
• You are comfortable supporting both external customers and internal departments.
• You know when you can resolve a matter independently and when review or escalation is required.
• You work proactively and follow actions through to completion.
• You are comfortable working with procedures, documentation and customer requirements.
• You collaborate effectively with colleagues in South Africa and the Netherlands.
• You handle confidential and quality-related information carefully.
• You focus on practical solutions and continuous improvement.

WE OFFER

• A varied position within an international and growing organisation.
• A professional environment where passion, collaboration and quality are key.
• Direct collaboration with Sales, Supply Chain and experienced Quality Assurance colleagues.
• Plenty of room for initiative, ownership and your own ideas.
• A competitive salary and attractive employment conditions.
• Ample opportunities for personal and professional development.
• Support and guidance from experienced Quality Assurance colleagues.

Are you the Customer Quality Support Specialist who will strengthen our organisation? Apply now using the form below!

Recruitment agencies contacting us regarding this vacancy are not appreciated.

Application Question(s):

• Do you have strong administrative, organisational and follow-up skills.

Experience:

• Quality Assurance: 1 year (Required)
• Microsoft Office, SharePoint and ticket systems: 1 year (Required)

Language:

• English (Required)

Work Location: In person