Mark Baker

Key Responsibilities:

· Provide Commercial support to Business Development Team

· Management of own Sales pipeline existing of 10 – 20 visits per month comprising existing & new business.

· Responsible for management of VIC branch operations on service delivery and meeting client expectations, SLAs, KPI’s and business objectives.

§ VIC, SA, TAS client contracts and relationships, managing and working closely with the Client Services team and Operations to deliver high level of customer engagement & satisfaction.

§ Develop, implement, and manage operational SOPs, ensure seamless onboarding of new clients by way of implementation meeting, handover & endorsement via department heads. Account Go-Live.

§ Effective management of direct reports and team members, including recognition, performance management, and providing training and mentoring

§ Execute yearly Professional Development Reviews for CS & Warehouse Teams

§ Effective communication with all internal and external stakeholders to ensure business requirements are met and high levels of customer satisfaction

§ Contribution to the achievement of financial and business targets, and management of departmental KPIs & reporting

§ WH&S, Quality and Continuous Improvement processes are followed, and standards are met or exceeded in line with site reviews, external company audits, internal company audits, Kaizen improvements

Strategic/Operational:

· Responsible for all Tullamarine customer implementation, actively managing customer accounts, providing quality customer service, and regular communication.

· Manage forecasts and budgets to meet financial targets and objectives for the Tullamarine Facility.

· Working with Operational Management to ensure compliance of customer requirements and regulatory requirements of the Tullamarine warehouse and bond.

· Work with Business Development Department to identify new opportunities to work with current clients, as well as to identify and foster potential new business opportunities

Account Management/Client Services:

· Maintaining and updating client information regarding contractually agreed Service Level Agreements (SLAs), rates and charges. Liaise with service providers to ensure efficient compliance of customer requirements and SLAs.

· Client retention and relationship management of internal and external customers with a focus on meeting contractual obligations, ensuring regular consistent communication, and accurately responding to client enquiries in a timely manner.

· Implement key measures to define the effectiveness of customer service & operations teams working on the assigned customer accounts.

· Manage client visit programs, operational meetings, presentations, management reports and ensure periodic business/customer reviews are undertaken efficiently and punctually

· Build and maintain strong, professional working relationships with customers to support the development of new and additional business streams to increase branch profitability and ensure growth targets are met.

· Review and monitor the effectiveness of customer service & operations teams working on assigned customer contracts and provide feedback to operational management where improvement is required

· Collate, submit, review and present KPIs and other measures required by the business or customer and implement improvements

· Collaborate on pricing solutions/services offered to clients

People and Resource Management:

· Recruitment and selection of team members with support from management

· Management of workload, priorities, and scheduling rosters

· Conduct performance reviews and actively manage the performance of direct reports

· Provide reward and recognition, and learning & development opportunities

· Undertake regular team meetings and maintain effective communication channels

Reporting, Business Processes & Compliance:

· Develop, review, update and maintain SOPs, workflows and processes for the team to maintain compliance and expected service levels, and to provide clarity for the team/department on how to perform duties in line with JDs and business requirements

· Assess, analyse and report on financial results and operational performance, and provide information, visibility and reporting to appropriate levels of management as required

· Collate, submit, review and present KPIs and other measures required by the business

· Actively share knowledge and work collaboratively with colleagues to ensure the smooth operation of the business, and team and business goals are met

· Where non-conformance to quality standards or contractual KPIs highlighted must ensure NCR investigation process is undertaken and concluded

· Monitor performance against budget and take appropriate corrective action

· Identify areas of continuous improvement in own area of responsibility, in line with Kaizen principles

· Adhere to the Yusen Logistics Code of Conduct, and report any incidents or breaches of the Code

Workplace Health & Safety:

· Comply with all relevant Workplace Health & Safety processes, policies and obligations

· Ensure proper and effective use of Personal Protective Equipment (PPE) to minimise damage of company assets and maximise the safety of employees, contractors and visitors

· Report all accidents, incidents, near misses and damage to property to relevant WH&S and management stakeholders

· Collaborate with management on the implementation of corrective actions as and when needed

· Working according to the guidelines of the YLAU Anti-Bribery, Anti-Trust and Compliance policies

Key Achievements:

· Key Account Management of major VIC accounts

· Boeing Aerostructures Australia

· Isuzu Australia Limited

· UNIQLO Australia

· Microsoft

· Boeing Research & Technology Australia (BRTA)

· Toyota Motor Corporation Australia (TMCA)

· Multi-Country Consolidation Service (MCCS)

§ BOEING AEROSTRUCTURES AUSTRALIA

§ Regained Boeing Off-Site Storage business from DHL.

§ Equating to approx. 750cbm bulk storage of Boeing aircraft parts crates (11.0m x 2.0m x 1.0m) x 36 crates.

§ Revenue - $40K / month

§ BRTA

§ 300cbm of BRTA tooling tables & mandrels used in the construction of aircraft parts

§ Revenue - $10K / month

§ UNIQLO AUSTRALIA (UQAU)

§ Achieved 100% KPI across 9 consecutive months for airfreight recovery, breakdown & re-palletisation & delivery to UQAU DC in Truganina.

§ Award of additional airfreight business from UNIQLO GHQ due to Yusen MEL warehouse performance

§ Increase of airfreight volume. In-excess of 60+ pallets per week equating to 150cbm – 300cbm additional airfreight moving through Yusen airfreight / Yusen MEL warehouse

§ Revenue – Approx. AUD100K / month

• Developed and secured new business opportunities across international freight forwarding and contract logistics (warehousing and distribution).
• Focused on expanding trade lanes in China, the USA, and Southeast Asia, with targeted strategies for growth within the broader APAC region.
• Conducted cold calling and lead generation campaigns to build a robust pipeline of prospective clients.
• Followed up on inbound leads and converted them into long-term business relationships.
• Negotiated competitive freight rates with clients and carriers, ensuring alignment with service delivery expectations.
• Led initial and ongoing client account management, including SOP implementation and ongoing Continuous Improvement Programs (CIP).
• Provided supervision and mentoring to sales, sales support, and customer service teams, promoting a collaborative and high-performance culture.
• Maintained and reported on all sales activity using company CRM software for pipeline visibility and strategic reporting.
• Played a pivotal role in developing trade lane campaigns for China and the USA in collaboration with key stakeholders.
• Successfully managed critical client shipments during the height of the COVID-19 pandemic (from April 2020 onwards), ensuring service continuity.
• Contributed significantly to Axima Australia's ability to meet and exceed budget targets in 2021, during the second year of the global pandemic.

• Generated new business across international freight forwarding and contract logistics, including warehousing and distribution services.
• Drove the development of strategic trade lanes in China, the UK, Thailand, and Vietnam through partnerships with key BRI agent, Edge Worldwide Logistics (UK).
• Identified and secured growth opportunities throughout the APAC region.
• Conducted outbound sales activities, including cold calling and lead follow-up, to build and maintain a strong client base.
• Negotiated freight rates with clients and carriers to secure competitive and profitable contracts.
• Led initial and ongoing account management processes via SOP implementation and Continuous Improvement Programs (CIP).
• Provided supervision and mentorship to the sales team, sales support, and customer service personnel.
• Maintained and reported on all sales activity using company CRM software for pipeline visibility and strategic reporting.
• Collaborated with stakeholders to develop and execute trade lane campaigns for Thailand, Vietnam, and the UK.
• Successfully secured the G. J. Walker Air Handling Systems Pty Ltd account, managing FCL and project air freight shipments from China to Australia.
• Delivered the Melbourne Elevators Pty Ltd “Gumbuya World Project,” overseeing the importation of a 6m-high waterproofed lift under tight construction and regulatory constraints. Despite a 6-week delay in the build schedule, ensured project delivery on time and in full, one week ahead of the go-live date (Boxing Day 2019).

• Led and managed the local sales team, providing strategic direction and daily operational oversight.
• Generated new business within the international freight forwarding sector, with a focus on both air and sea logistics.
• Supported the global development of trade lanes, including APAC, through proactive sales and partnership efforts.
• Drove continued growth and replication of Braywin’s business model across emerging markets.
• Identified trade lane opportunities and collaborated with internal air and sea freight divisions to deliver tailored client solutions.
• Conducted cold calling and lead generation to build a strong pipeline of potential clients.
• Followed up on sales leads and nurtured prospects through the sales cycle to conversion.
• Mentored and supported sales, customer service, and sales support staff, fostering a high-performing, team-oriented culture.
• Maintained and reported on all sales activity using company CRM software for pipeline visibility and strategic reporting.

• Generated new business across international freight forwarding and contract logistics, including warehousing and distribution services.
• Led the development and expansion of the USA–Australia trade lane, with a focus on growing the JAS Charleston to Melbourne FAK (Freight All Kinds) Program.
• Identified and pursued opportunities to replicate the FAK program from key U.S. origins, including New York and Los Angeles.
• Collaborated with JAS USA stakeholders to onboard strategic trade lane business opportunities and optimise operational alignment.
• Supported growth of FAK programs for key lanes including the UK, Italy, and China (air and sea freight).
• Developed business throughout the APAC region through outbound sales initiatives and strategic lead engagement.
• Conducted cold calling, lead generation, and follow-ups to convert prospects into long-term clients.
• Negotiated freight rates with both clients and carriers to optimise cost and service competitiveness.
• Provided initial and ongoing account management, ensuring service excellence and customer retention.
• Mentored and supported the sales team, customer service, and sales support staff to ensure high standards of performance and client engagement.
• Maintained and reported on all sales activity using company CRM software for pipeline visibility and strategic reporting.
• Collaborated with U.S. stakeholders to develop a custom rate calculator, leveraging discounted cartage rates and fuel levies to offer clients significantly reduced inland U.S. transport costs.
• Played a key role in establishing a fixed, flat-rate schedule of origin charges for both sea and air freight shipments from the U.S.
• Successfully secured the Steelvision Pty Ltd account, valued in excess of AUD 50 million. Managed complex logistics involving sea freight, air freight, aircraft freighter services, and OOG (Out of Gauge) shipments from China to multiple high-value construction sites across Australia.

• Developed and secured new business opportunities within international freight forwarding and contract logistics (warehousing & distribution).
• Focused on growth across the APAC region through proactive lead generation, cold calling, and relationship development.
• Followed up on sales leads and converted prospects into key accounts through solution-based selling.
• Negotiated competitive freight rates with clients and carriers to ensure value-driven service offerings.
• Led account onboarding and ongoing management, ensuring client satisfaction and alignment with service-level expectations.
• Oversaw and mentored sales team members, customer service, and sales support staff, promoting operational excellence.
• Drove development of Asian trade lanes, aligning with DSV's global growth strategy.
• Served as national lead for the Aerospace vertical in Australia, reporting directly to the Aerospace Division Director based in South East Asia.
• Australian Account Manager for Lockheed Martin, F35, Lightning II, Joint Strike Fighter Programme.
• Australian Automotive Vertical Account Manager.
• Maintained and reported on all sales activities through the company’s CRM platform, enabling data-driven decision-making and performance tracking.
• Secured the E.E. Muir & Sons import container business from Belgium, generating approximately 2,500 containers per annum with gross revenue of ~AUD 5 million annually.
• Won the Campbell’s Fertilisers import container business from Portugal to Australia, accounting for ~500 containers per annum and ~AUD 1 million in annual revenue.
• Acquired the Renesola Australia import business from China, comprising ~700 containers annually with an estimated ~AUD 1 million in revenue.

• Secured new business across international freight forwarding and contract logistics, including warehousing and distribution services.
• Conducted cold calling and lead generation, managing the full sales cycle from prospecting to closing.
• Negotiated freight rates with clients and tailored solutions to meet specific service and pricing needs.
• Delivered end-to-end account management, from onboarding through ongoing relationship development.
• Supervised a small team of junior sales and support staff, fostering a collaborative and performance-oriented environment.
• Led USA trade lane development initiatives to increase inbound freight volumes and service competitiveness.
• Acted as national lead for the Aerospace vertical, reporting to the Director of Aerospace (South Asia).
• Held dual responsibility as national lead for the Automotive vertical, reporting to the Automotive Director (South East Asia) and VP Automotive (USA).
• Maintained and reported on all sales activities through the company’s CRM platform, enabling data-driven decision-making and performance tracking.
• Secured Cummins South Pacific air import business across USA, Europe, and APAC – managing ~1,000,000 kg annually and generating ~AUD 5 million in revenue per year.
• Acquired Quiksilver Australia air import business from APAC – ~200,000 kg annually.
• Served as Melbourne-based Project Management Lead for multiple high-value project shipments managed by UTi Melbourne.

• Generated new business across freight forwarding and contract logistics operations.
• Executed cold calling campaigns and nurtured leads through to successful client acquisition.
• Negotiated freight rates and closed deals with prospective and existing clients.
• Managed new account onboarding and ongoing service delivery.
• Supervised a small sales support team, ensuring effective client communication and operational support.
• Maintained and reported on all sales activities through the company’s CRM platform, enabling data-driven decision-making and performance tracking.
• Secured Varian Inc. air export business (Australia to Europe, USA, South America, and other destinations), generating ~AUD 1 million per annum.
• Managed the Marand Precision Engineering account, handling imports/exports for the Lockheed Martin Joint Strike Fighter Programme (~AUD 500K annual revenue).
• Managed the Crocs Australia account and was instrumental in winning and retaining the business on two separate occasions.
• Successfully led a USD 100 million telecommunication logistics project in partnership with Telstra and Austin Tele-services (USA), involving the decommissioning and international shipment of 3,000+ CDMA units. Delivered project 6 months ahead of schedule.

• Generated new business across freight forwarding and contract logistics services.
• Conducted cold calling and lead follow-up to acquire clients.
• Negotiated freight rates and closed sales opportunities.
• Provided ongoing account management to key clients.
• Supervised a small team of sales support staff.
• Successfully secured the JB Hi-Fi national courier and interstate business, generating over AUD 1 million in annual revenue.

• Managed all export logistics processes.
• Expedited export orders globally and coordinated production scheduling.
• Prepared and dispatched shipping documentation, including those required by banks and AQIS.
• Ensured compliance with international export standards and documentation requirements.

• Implemented the Exdoc electronic documentation system in partnership with the Australian Dairy Products Federation.
• Managed global export operations and logistics.
• Handled freight negotiations, documentation, banking processes, and AQIS compliance.
• Supervised shipping, accounts payable, and receivable staff.
• Served as the primary liaison for international clients and suppliers.
• Part of Dairy Working Group responsible for migration of Dairy Industry onto the Integrated Cargo System (ICS)

• Store management
• Handled retail sales, customer service, and stock control.
• Managed daily banking, merchandising, and in-store operations.

• Performed accounts payable/receivable functions.
• Managed mail distribution to member banks locally and overseas.
• Collated and reported national banking statistics.