Operations Supervisor

**Job Title**: Operations Supervisor

**Line Manager**: Station 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. Responsible for the supervision of the Team to maximise revenue and profit potential of all opportunities in balance with excellent customer service.

**Main Role Accountabilities**:
**Compliance**
- Ensure all Operators are following correct processes and are completing jobs in compliance with AACA, IATA, AU regulations and procedures including:

- Customs simplifications/security and safety.
- B&H Worldwide company QMS requirements (swift and accurate completion of shipments working within the parameters of the AEO operating procedures and AU law.)
- Train operators against up-to-date standards.
- Regularly audit operational files to ensure compliance.
- Raise NCRs and complete root cause analysis and CAPA. Record all of this within the company ISO record system

**Operations**
- Arrange shipments as per customer instructions following customer SOP and liaise with Overseas offices and relevant other B&H departments to meet required deadline and KPI set by the customer.
- Respond to Customer requests within a timely fashion.
- Ensure all shipments are placed within the Company system.
- Ensure Customs entries are completed correctly as per instructions received from the customer in writing.
- Arrange OBC shipments as and when required.
- Arrange third-party collections and deliveries by liaising with B&H Transport department.
- Monitor shipments and update all tracking information in the B&H systems.
- Handle Warehouse Inventory dispatches within the specified deadlines.
- Raise invoices to the customer within the agreed KPI (5 Days).
- Answer telephone calls in a polite and timely manner (within 3 rings).** Profitability**
- Monitor profitability of accounts and explore avenues to increase margins through additional sales of Value-Added Solutions or highlight potential changes to operational practices to improve efficiency.
- Ensure Correct costs are entered on B&H Worldwide system.
- Highlight areas of concern to the CS team if costs increase versus actual agreed rates.
- Identify areas to maximise profitability by account e.g., reduce costs, increase the price, etc.
- Identify smarter ways or working to increase efficiency.** Customer Focus**
- Maintain and develop customer relationships alongside the customer solutions team and any other relevant departments.
- Attend customer reviews with the CS team.
- Understand individual customer needs and requirements.
- Carry out customer satisfaction reviews/surveys on a sample of accounts and feedback results to the CS team.
- Use the customer satisfaction information to drive improvements in sales, efficiency, and profitability.
- Communicate quickly and professionally to customers any changes that affect their business e.g. delays, changes to flights, emergency measures, etc.

**Measurement**
- Using company systems to measure operational performance thus identifying any changes needed to be implemented to provide positive improvements to working practices.
- Proactively manage the team performance through agreed KPIs.
- This will include:

- % of audit of operational files completed.
- % of staff training and cross-training completed.
- Nos of actions agreed and % completed to drive improvements.
- % of invoices completed outside of the target.** Accounting**
- Ensuring all billing is carried out by all operatives within the Exports team within a timely fashion (within 5 days of POD).
- Monitoring and ensuring correct input of purchase costs into the system by all operators of the Export team enabling accurate billing and profit reporting.
- Liaise with overseas offices, partners and vendors ensuring correct costs are received.
- Monitor invoicing against the B&H target KPI.
- Clean up the Unbilled report regularly (received daily).
- Identify errors as a result of invoice queries from finance.
- Resolve errors and ensure that they are not repeated.
- Ensure all accounting customer queries are resolved and responded to within 24 hours.
- Ensure all purchase invoices are processed and returned to accounts within 24 hours.

**Quotations**
- Ensure quotations are responded to in a timely fashion dependent on customer requirements
- Ensure all quotations are entered into CargoWise so that they can be followed up by CS team and then converted if the quotation comes to fruition.
- Understand customer requirements for completing quotations and ensure the team is working to these standards.
- Periodically checks quotations to ensure the team is completing them accurately and to standard.
- Any errors identified are raised with the team to ensure they are