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Job Title

Night Team Operator (REF: BH-NTO-June 2017)


London Heathrow - Harmondsworth


Title: Night Team Operator
Line Manager: Export Operations Manager
Department: Night Team Operations
Location: LHR
Direct Reports: N/A
Conditions: Full time 4 on 4 off (7pm to 7am)

Main Role Accountabilities


·       Ensure Export and Import processes are completed in compliance with AEO regulations and procedures including:

-      Customs simplifications/security and safety.

-      B&H Worldwide company ISO 2015 QMS requirements (swift and accurate completion of shipments working within the parameters of the AEO operating procedures and UK customs law.)

·       Understand Rules laid out in UK HMR&C tariff, following customer customs entry instructions.

·       Adhere to C.A.A security requirements, report any non-conformance that is identified.

·       Adhere to B&H Quality Management System Processes.

·       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.

·       Ensure Customs entries are completed correctly as per instructions received from customer in writing.

·       Arrange OBC shipments as and when required.

·       Arrange third party collections and deliveries liaising with B&H Transport department.

·       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).

·       Review each file once invoice has been raised to ensure correct costing and sales tariff used.

·       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.

·       Attend customer reviews with CS team.

·       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.


·       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.

·       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.

·       Identify errors as a result of invoice queries from finance.

·       Resolve errors and ensure that they are not repeated.

·       Ensure all purchase invoices are returned to accounts within 24 hours.

·       Ensure quotations are responded to in a timely fashion dependent on customer requirements (KPI is 30 minutes).

·       Complete all quotations through BoxTop, follow up and when customer gives the green light converted into a live job.

·       Understands customer requirements for completing quotations and ensure team is working to these standards.

·       Any errors identified are raised to Line Manager to ensure they are not repeated.

·       Liaise with CS team to follow up on reasons why quotations were not gained and make any reasonable amendments to future quotations to try to secure the business.

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 an active PDP is in place.

·       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 Export processes

-          Excellent customer service skills.

Key Skills and Attributes
-          Work pro-actively using own initiative.

-          Proven communication skills both written and verbal.

-          Previous experience dealing with varied customer base and building strong relationships.

-          Ability to consider several possible options and decide on most appropriate method.

-          Possess appropriate IT skills.

-          Excellent process and planning skills.

-          Strong commercial awareness, understands impact of actions.

Qualifications and Experience
-          Previous Industry experience.

-          Solid background in UK Customs law and procedures.

-          Sound knowledge of Word, PP, Excel. Project management software an advantage.

-          Dangerous Goods Compliant an advantage.

Interested? Scroll down to complete our application form.

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