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Customer Solutions Advisor

3 weeks ago

Changi, Singapore B&H Worldwide Full time

**Job Title**: Customer Solutions Advisor

**Line Manager**: Regional Head of Sales

**Location**: Singapore

**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 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**:
**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. Adhere to authorisation policy.
- Ensure that all quotes comply with any Customer agreed SOP (rates, response times, solutions, and routing preference)
- 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.
- Update CRM to record offers, wins and losses.
- 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.
- Support other B&H offices in tenders or multi-jurisdictional quotes, by helping those offices to provide Best in Class service to their customers.

**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 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 development team to progress.

**Account Management Support**
- 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.

**Pricing 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 central database for costing for lanes across products.
- Be the point of contact for rates (RFQs) in Singapore

**Monitors Operations Quoting Performance**
- 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**
- Flexible
- Customer focused
- Attention to detail
- Analytical / numerical
- A competitive but friendly win/win DNA
- A self-starter

**Key Skills and Attributes**
- Work pro-actively using own initiative.
- Proven communication skills both written and verbal.
- Experience dealing with varied customer base and building strong relations
- Ability to problem solve.
- Process driven
- Persistence and determination to win new business.
- Strong commercial awareness and understands impact of actions.

**Qualifications and Experience**
- Extensive industry experience (min 3 years in Aerospace time critical logistics or similar industry)
- Microsoft Office experience (Word, PPT, Excel)
- CargoWise experience

**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