Station Manager

About B&H Worldwide

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

Our Mission

To support our customers with consistent, dependable, competitive and innovative logistics solutions which powers 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: https://bhworldwide.com/

The Opportunity

Responsible for the operational capability and business service delivery of the MIA operations office, including import, export, courier across the day and night teams. The Station Manager will be expected to maximise revenue and profit potential of all opportunities as well as in identifying and initiating developments across operational activities to achieve and maintain Best-in-Class service standards.

Location: Doral, Miami

Line Manager: Head of Operations – USA

Working Pattern: Monday to Friday, 8 hours per day

Key Responsibilities

Customer Service Delivery

• Ensure that all team members deliver customer service delivery and operational process that meet / exceed customer expectations in line with Customer First.
• Have a solid understanding of the business, its key customer accounts and perform regular service reviews within the internal teams.
• Ensure that all new business wins are successfully implemented into the business.
• Negotiate best supplier terms and services to support Best-in-Class solutions.
• Senior relationship point-of-contact for all operational matters including interaction with key customers.

Business Control

• Accountable for ensuring the risk within processes is minimised by ensuring robust and compliant delivery of Import / Export processes.
• Review job profitability and explore avenues to increase margin through additional sales of value-added solutions, highlighting potential changes to operational practices to improve efficiency to your Line Manager and take appropriate corrective action as required or requested.
• Drive understanding of contractual SLAs within the local team to ensure the company delivers on its commitments and takes every opportunity to grow client accounts.
• Responsible for ensuring all billing is completed within defined deadlines and reporting on any shortfalls / discrepancies within the month.
• Monitor correct input of purchase costs into the system by all team members to ensure accurate billing and profit reporting, liaising with overseas offices, partners and vendors to ensure the timely and accurate receipt of costs.

People Management

• Lead and inspire all team members acting as a role model, mentor and coach.
• Ensure that direct reports clearly understand and take ownership of their area of responsibility, proactively respond to all requests received to deliver an efficient and responsive service.
• Set clear objectives, directly linked to the business strategy, and guide the team to achieve defined targets and performance standards.
• Work with the Head of Operations US to ensure the team is designed optimally, ensuring sufficient organisational depth, span of control with succession / talent planning.
• Ensure that the team are fully aware of and compliant with all Company policies and procedures.
• Proactively monitor and review department overtime, accurate reporting of non-billable overtime and ensuring appropriate staffing levels for optimal service delivery, whilst effectively managing the well-being and safety of team members. Make recommendations in working practices to the Head of Operations US where this may lead to improved cost control and / or increased productivity.
• Monitor attendance, time keeping, sickness and statutory breaks, taking appropriate action in cases on non-compliance and / or policy breaches.
• Manage HR challenges and support the team in resolution management (with support from the HR team)
• Attract industry talent into the business to strengthen and add breath of expertise.
• Drive employee engagement and team cohesion
• Ensure that all team members continually receive training, including refresher, and that future developmental training programmes are identified and implemented as appropriate

Compliance

• Ensure team members meet all Statutory Requirements for the aviation industry, working in compliance with AEO regulations and procedures covering customs simplifications / security and safety, when completing shipments.
• Responsibility and oversight of corporate compliance in customs regulations.
• Responsible for reporting any customer or other complaints and / or failures to line manager, raising NCRs and managing through to agreed resolution, including implementing any actions plans
• Ensure team members receive the communication and instructions needed to act in accordance with policies and procedures.
• Oversee and ensure the adherence to governance protocols around finance, audit and legal matters across the region.
• Ensure that all team members complete mandated training as required, and identify future developmental training programmes and implement as appropriate
• Ensure all team members are trained and follow requirements under ISO 9001 AS9120B

Reporting

• Responsible for reporting weekly on key performance indicators and providing an overall monthly report on KPIs and TATs, including providing commentary on any discrepancies.
• Effectively communicate on performance to the Line Manager, identifying areas of success and potential improvement.
• Gather and analyse data / industry trends / competitor activity in the Imports / Exports field to feed into business commercial decisions and strategy to improve business performance.
• Reporting any unscheduled third party visit, including but not limited to aviation / customs officials, other regulatory organisations, customers etc, to your line manager, or in their absence the Exec, without delay

Quotations – non-CS handling

• Ensure quotations are responded to within defined Company timeline, dependent on customer requirements, and entered into Cargowise so that they can be followed up by CS team and then converted by the Day and Night team if the quotation comes to fruition.

Your Experience:

• This role is underpinned by excellent customer service skills. You will have excellent attention to detail and possess a sound knowledge of US Operational processes.
• Solid background in US Customs law and procedures.
• Proven experience of leading, managing, coaching and developing high performing teams.
• Experience of working with Cargowise and Dangerous Goods Compliant would be an advantage
• Sound knowledge of Microsoft suite, including Word, Excel and PowerPoint.
• Self-motivated with the ability to work under pressure and meet defined deadlines.
• The ability to work pro-actively using own initiative.
• Be an excellent communicator with the ability to confidently and credibly engage and influence customers, partners and employees, both verbally and in writing.
• Excellent skills in building relationships and developing partnerships across multiple stakeholders.
• Problem solving skills, with the ability to consider several possible options and decide on most appropriate method.
• Ability to work pro-actively using own initiative.
• Strong organisational skills with the ability to prioritise.
• Excellent process and planning skills.
• Strong commercial awareness, understands impact of actions

What We Offer:

• Competitive wages
• 401k with company match
• Health insurance, including dental and vision plans.
• Paid vacation and holidays and an additional day for your birthday.
• Employee Assistance Programme.
• Free on-site parking.
• Opportunity to grow expertise through ongoing coaching, training and development.

B&H Worldwide are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all team members. If you do require any reasonable adjustments or support during the application process; please contact [email protected]