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Customer Solutions Advisor

2 months ago

Miami, United States B&H Worldwide Ltd Full time
Job Title: Customer Solutions Advisor

Line Manager: Customer Solutions Manager

Location: Miami

Conditions: Full Time - Monday to Friday

The purpose of the Customer Solutions Advisor role is to generate new business from existing and new customers, with the primary focus being on increasing B&H business via quoting and calling customers.

Main Role Accountabilities

Quotations:
  • 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 defined agreed timeframes .
  • 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.
  • Ensure that all quotes are followed up within the defined agreed 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 quotes through the quoting system.
  • Assist team manager to analyze the log to track success rate, report on trends, successful and unsuccessful, and recommend actions required.
  • Develop root cause analysis for failure and develop a strategy to improve.
  • Analyze data and Identify customers who may benefit from having contracted rates with B&H versus consistently requesting quotes.
  • Log all incoming enquiries and quotes.
  • Pass any potential leads to Customer Solutions teams to progress globally.
Local Account Management:
  • Visit client sites for Key Accounts - as needed.
  • Identify new opportunities for B&H and investigate these.
  • Ensure all allocated customer and prospects are reviewed to identify potential business opportunities and identify customer trading trends.
  • Develop plans for prospective and existing accounts to engage and successfully quote for business.
  • Utilize the CRM system to record all customer contact and new customer opportunities.
  • 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.
  • Further 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
Contract Management
  • Ensure that contract documentation and administration is accurate, efficient and professional.
  • Ensure that all the necessary documentation and uploads on the system are completed by account and in the required timeframes.
  • Ensure all contractual agreements are reviewed by the COO prior to committing to the customer
Pricing Administration:
  • Present analysis to the Customer Solutions Manager as and when required to enable margin analysis and decisions support.
  • 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 central database for costing for lanes across products.
  • Be the point of contact for rates (RFQs) in US
The Market & Competition
  • Report on any industry trends, competitor activity, and market forces as identified.
Personal Attributes:

Solution sales-driven with a hunger to engage new customers, deliver and exceed personal targets and objectives plus engage face to face with potential customers to articulate B&H's capabilities. Customer focussed with excellent attention to detail, analytical mind with the ability to design and implement customer solutions in aerospace logistics. Will have experience in building multi-level relationships and highly developed communication skills.

Key Skills and Attributes:
  • Sales and customer service driven
  • Work pro-actively using own initiative.
  • Proven communication skills both written and verbal.
  • Previous experience dealing with a varied customer base and building strong relationships.
  • Delivery of projects within agreed timescales.
  • Ability to consider several possible options and decide on the most appropriate method.
  • Possess appropriate IT skills.
  • Be persistent, tenacious, and determined to win new business.
  • Strong commercial awareness understands the impact of actions.
  • Strong analytical skills with the ability to review complex data to generate business solutions that satisfy both customer and company objectives.
Qualifications and Experience:
  • Proven experience working in the aerospace logistics industry experience, together with customer-facing experience.
  • Sound knowledge of Word, PowerPoint, Excel, and CRM solutions.
  • Sound knowledge of Cargowise
  • Dangerous Goods Compliant


About Us

The Global Institute of Logistics has named B&H Worldwide as the world's 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. At B&H we are fully committed to rewarding dedication and success and supporting staff to achieve their full potential.