Customer Solutions Advisor

About B&H Worldwide

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, and entrusted leader in global aerospace logistics. We aim to provide our employees with a rewarding, safe, and empowered environment that fosters high standards. 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.

Our Mission

To support our customers with consistent, dependable, competitive, and innovative logistics solutions that power their business.

Our Vision

To be the most respected, valued, passionate, and entrusted leader in global aerospace logistics.

Where to find more information about us:

The Opportunity

At B&H Worldwide, we are committed to rewarding dedication and success and supporting staff to achieve their full potential. The Customer Solutions Advisor is responsible for generating new business from existing and potential customers, with a primary focus on increasing B&H Worldwides business via quoting and customer engagement. This role requires strong analytical, problem-solving, and relationship management skills to optimize business opportunities and drive customer satisfaction.

Job Title: Customer Solutions Advisor

Line Manager: Regional Sales Manager Oceania

Location: Australia (Melbourne/Sydney/Brisbane)

Conditions: Full-time (Monday to Friday) 38 hours per week

Key Role Accountabilities

• Account Management Support

• Identify new opportunities for B&H Worldwide and liaise with the relevant department.

• Ensure regular engagement with allocated customers and prospects to identify new business opportunities and assess customer trading trends.
• Analyze trends for prospective and existing accounts to develop successful quoting strategies.
• Re-engage lapsed customers by identifying objections, implementing action plans, and rebuilding relationships to restore business.
• Identify target customers with reduced engagement and develop strategies to increase their logistics spend with B&H.

• Conduct regular account reviews to explore additional opportunities for business growth.

• One-Day Quote Management (ODQ)

• Ensure all ODQs are generated on time with an appropriate profit margin, adhering to B&Hs pricing and authorization policies.

• Ensure that all quotes comply with agreed Customer Standard Operating Procedures (SOPs) regarding rates, response times, solutions, and routing preferences.
• Use CargoWise (preferred but not essential) to generate and manage quotes in the correct format.
• Follow up on quotes within agreed SOP timeframes to maximize conversion rates.
• Update CRM to record quotes, wins, and losses.
• Ensure that customers feel valued and that their business is a priority for B&H.
• Engage with the internal global team for complex or high-value opportunities.

• Support international B&H offices in multi-jurisdictional tenders and quotes, ensuring a high level of service across all regions.

• Quote Log Quality & Compliance Management

• Maintain an up-to-date log of all customer inquiries and quotes.

• Analyze success rates and business trends, identifying key reasons for both successful and unsuccessful quotes.
• Record key metrics related to ODQ success and develop strategies to improve conversion rates.
• Conduct root cause analysis on lost quotes and develop solutions to enhance future performance.
• Identify customers who would benefit from contracted rates rather than frequent spot quotes.

• Pass qualified leads to the Business Development Team for further action.

• Pricing Administration

• Manage a centralized pricing administration process, ensuring a structured and efficient response to pricing inquiries.

• Maintain a database of standard rates for key lanes across products and services.

• Act as the main point of contact for all Rate Requests for Quotes (RFQs) in the Oceania region.

• Operations Quoting Performance Monitoring

• Follow up on leads generated from aerospace industry exhibitions, events, conferences, and lead lists, converting them into customers.

• Maintain and strengthen customer relationships through face-to-face meetings, telephone calls, and Microsoft Teams interactions.
• Record daily customer and prospecting activities in CRM to track engagement and progress.
• Gather and update competitor intelligence, including pricing strategies, service offerings, and market acquisitions.

Your Experience

• Industry experience in Aerospace time-critical logistics or a similar field is preferred but not essential
• Experience dealing with a diverse customer base and developing long-term relationships
• Customer-focused with a strong problem-solving mindset
• Experience using CargoWise is preferred but not essential
• Strong experience with Microsoft Office (Word, PowerPoint, Excel)
• Flexible and adaptable with the ability to work in a fast-paced environment, high-pressure environment
• Detail-oriented with strong analytical and numerical skills
• Competitive yet collaborative, focused on achieving win-win outcomes
• Proactive and self-motivated
• Strong verbal and written communication skills
• Strong problem-solving and decision-making skills
• Process-driven with attention to detail
• Persistence and determination to win new business
• Strong commercial awareness and understanding of logistics pricing and business impact

What We Offer

• Competitive salary
• Paid day off for your birthday
• Employee Assistance Programme (EAP)
• Free on-site parking
• Career development opportunities, including ongoing training and coaching

B&H Worldwide is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace for all team members. If you require any reasonable adjustments or support during the application process, please contact