Mon-fri Operator

**Job Title**: Operations and Customer Service Coordinator

**Line Manager**: Operations Manager

**Location**:Sydney

**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 operations Coordinator will work within the Operations team, to complete shipments from start to finish always ensuring excellent customer service.

**Main Role Accountabilities**

**Compliance**:

- Ensure Export and Import processes are completed in compliance with AU regulations and procedures including:

- Security and safety.
- B&H Worldwide company EN9120:2018 & ISO9001:2015 QMS requirements (swift and accurate completion of shipments working within the parameters of the AU operating procedures and AU customs law.)
- Adhere to A.A.C.A security requirements, report any non-conformance that is identified.
- Adhere to B&H Quality Management System Processes.

**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 customer.
- Respond to Customer requests within a timely fashion.
- Ensure all shipments are placed within the Company system.
- Arrange export & import shipments, on all service levels to meet the customer expectations.
- Arrange Transport as required to complete the shipment requirements
- Monitor shipments and update all tracking information in the B&H systems.
- Handle Warehouse Inventory dispatches within the specified deadlines.
- Raise invoices to customer within agreed KPI (5 Days
- Answer telephone calls in a polite and timely manner ( within 3 rings)

**Profitability**:

- Review each file to ensure correct costing are recorded.
- Highlight areas of concern to line manager or the account CS manager.
- Identify areas to maximise profitability by proactive file management.
- Identify smarter ways or working to increase efficiency.

**Customer Focus**:

- Maintain and develop customer relationships alongside customer solutions and any other relevant departments.
- Understand individual customer needs and requirements.
- Communicate quickly and professionally to customers any changes that affect their business e.g. delays, changes to flights, emergency measures etc.** Measurement**:

- To follow B&H Worldwide company Processes and Standard operating procedures ensuring company KPIs are met
- Proactively manage operational files through agreed KPIs. This will include:

- Files to be invoiced within agreed KPI (5 Days).
- Correct costs from suppliers added during the live operation of the job.
- Correct customer tariff reducing customer invoice queries.
- Shipment delivered to customer agreed KPI

**Accounting**:

- Ensuring all billing is carried out within a timely fashion (KPI is 5 days) monitoring and ensuring correct input of purchase costs into the system enabling accurate billing and profit reporting.
- Liaise with overseas offices, partners and vendors ensuring correct costs are received.
- Monitor invoicing against the agreed tariff and highlight to Team Leader and Account CS Manager any areas for loss.
- Resolve errors and ensure that they are not repeated.
- Ensure all purchase invoices are returned to accounts within 24 hours.

**Personal Compliance**:

- Be aware of the standards expected in respect of the job, attendance, time keeping, and behaviour and the standards set out in the handbook and the HR Policy Manual.
- Adhere to the company Health and Safety Policy.

**Personal Development**
- Complete annual appraisals in line with B&H standards with Line Manager.
- Ensure all mandatory training is completed within the required time frames and refresher courses are completed are completed prior to expiry date.
- Highlight any areas or needs for training with line manager.

**Personal Attributes**
- Customer focussed
- Excellent attention to detail
- Sound knowledge of Import processes
- Excellent customer service skills.

**Key Skills and Attributes**
- Work pro-actively using own initiative.
- Proven communication skills both written and verbal.
- Ability to consider several possible options and decide on the most appropriate method.
- Possess appropriate IT skills.
- Excellent process and planning skills.
- Strong commercial awareness and understands impact of actions.

**Qualifications and Experience**
- Industry experience preferably within Air Exports
- Sound knowledge of Word, PP, and Excel.
- Dangerous Goods Compliant is an advantage

**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, va