Customer Solutions Advisor

**Job Title**:Customer Solutions Advisor

**Line Manager**: Regional Sales Manager

**Location**: Melbourne

**Conditions**: Full Time (Monday to Friday)

Working at B&H Worldwide you will have the opportunity to grow your career supported by an award-winning team and industry-leading systems and processes. At B&H we are fully committed to rewarding dedication and success and supporting staff to achieve their full potential. The objective of the Customer Solutions Advisor role is to generate & cultivate business from new & existing customers in the region. The primary focus is increasing B&H business via quoting, building rate cards & calling customers for follow up..

**Main Role Accountabilities**

**One Day Quote Management (ODQ)**
- Ensure that all ODQs are generated on time and to standard with the right level of profit margin for B&H, based on scale and history of customer/opportunity.
- Ensure that all quotes are generated on time (within the agreed timeframes of the SOP).
- Ensure that all ODQ responses have the correct level of profit margin balanced with pricing to win.
- Ensure that all quotes are generated in the correct manner using the standard system format (Cargowise).
- Ensure that all quotes are followed up within the agreed SOP timeframe to drive rapid conversion to confirmed jobs.
- Ensure that all customers feel that their business is important to B&H.
- Ensure that appropriate internal global team is involved for complex and significant opportunities.

**Quote Log Quality and Compliance Management**
- Maintain an up-to-date log of all enquires and quotes.
- Analyze the log to measure success rate, report on trends, successful and unsuccessful, and recommend actions required.
- Record metrics for ODQ success and identify reasons for failure.
- Record root cause analysis for failure and work with Manager develop strategy to improve.
- Analyze data and Identify customers who may benefit from having contracted rates with B&H versus consistently requesting quotes.
- Pass any potential leads to the relevant development team to progress.

**Account Management**
- Identify new opportunities for B&H, investigate and discuss with the relevant department.
- Ensure all allocated customer and prospects are regularly contacted to identify potential business opportunities and customer trading trends.
- Identify trends for prospective and existing accounts to engage and successfully quote for business.
- Re-engage with customers who no longer ship with B&H by identifying reasons, actioning plans to overcome objections and build relationships to convert these customers back to shipping with B&H.
- Identify target customers who are still shipping with B&H but who have either declined over the previous period or who utilize B&H services for a small portion of their overall logistics spend.
- Carry out regular reviews with all customer accounts to identify further business opportunities to grow their spend with B&H.

**Price Administration**
- Maintain the centralized pricing administration process to ensure a consistent approach, quick response to enquiries which drive successful quotes and data analysis to enable effective management decision making.
- Maintain the centralized mailbox and ensure the customers requirements are met timeously.
- Maintain central database of costs for regular lanes across B&H products.
- Maintain a central database of suppliers in the region to ensure competitive rates.
- Be the point of contact for rates (RFQs) in Oceania.

**M**oni**t**o**r**s **O**p**e**r**at**ion**s **Q**u**o**t**in**g** **P**e**r**f**o**r**ma**nc**e**
- Follow up leads gained from aerospace industry exhibitions, events, conferences, and lead
- lists, by telephone, with the objective of converting these leads into customers.
- Maintain and build customer relationships Face to face, Telephone or via Microsoft Teams.
- Record daily customer and prospecting activities in CRM.
- Maintain competitor information, latest business acquisitions, service offerings, pricing, geographic footprint, etc.

**Personal Attributes**
- Customer focused
- Flexible
- Analytical
- Attention to detail

**Key Skills and Attributes**
- Work proactively using your own initiative.
- Ability to work autonomously.
- Proven communication skills written and verbal.
- Experience dealing with varied customer base while building strong relationships.
- Ability to problem solve.
- Process driven.
- Persistence and determination to win new business.
- Commercial awareness - understands impact of actions.

**Qualifications and Experience**
- Extensive industry experience
- Microsoft Office experience (Word, PPT, Excel)
- Cargowise experience
- CRM management

**About Us**

The Global Institute of Logistics has named B&H Worldwide as the worlds Best in Class Global Aerospace Logistics Company. As the benchmark independent freight forwarder in the global aerospace logistics space, our vision is to be the most respected, valued, passionate, a