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University of Phoenix Material

Harrison Corporation Profile

Harrison Corporation, a U.S.-based corporation with business units in Europe and South America, has recently decided to create a business unit focusing on expansion into Central America. As a low-cost producer of discount office supply products, the company’s products will continue to be produced at existing facilities, or purchased from existing suppliers. This unit primarily focuses on marketing and delivery of products to two groups of customers: corporate customers, retail, and consumers.

Currently, the organization markets primarily through the Internet and through catalogs mailed to businesses. To reach direct sales customers, such as retail and direct consumers, the company mails catalogs to homes and offers its products in discount stores. Although the company has a Spanish Web site and has translated its catalogs, it has not been able to penetrate the Central American market. As a result, the company has decided it needs a presence in Central America; therefore, they have created a business unit that will be located in Costa Rica, from where marketing and sales activities will take place.

The company began operations 20 years ago and quickly found a niche selling to midsized businesses. These businesses were often unable to negotiate strong discount programs with major office supply stores, but found that Harrison offered exactly what they needed: good quality office products at reasonable prices. The company currently holds 10% of the market share in the United States and hopes to duplicate this success in Central America within the next five years.

At this time, Harrison Corporation needs to fill the following positions:

• Regional Manager

• Marketing Analyst

• Business Development Specialist

• Product Development Specialist

• Customer Service Specialist

The job descriptions for the above positions are found in the remainder of this document.

Regional Manager

Job Description

Help Harrison be a leader in the office supplies industry by acting as the Regional Manager in Central America. This individual is responsible for achieving organizational strategic goals while managing and growing Harrison’s business with assigned commercial customers. As the primary face to the customer, this person plays a significant role in determining company strategies to optimize current and future business opportunities. This is accomplished by developing and maintaining strong customer relationships at all levels within the customer organization. The position serves as the customer advocate with responsibility for managing the customer relationship and has responsibility for capturing and communicating the Voice of the Customer (VOC) to drive improvements in our business that results in improved customer satisfaction. This RM has primary responsibility for managing and growing Harrison’s business with corporate and end-user customers throughout Central America.

Primary Responsibilities

• Ability to develop rapport with client management and maintain strong working relationships

• Successfully manages customer expectations

• Develops and leads proposals for aftermarket opportunities with assigned customers

• Responsible for providing market and customer information in support of the development of the business plan and strategic plans

• Responsible for monitoring and communicating market and technology trends and effectively communicate customer and competitor strategies to the organization

• Responsible for reporting customer build rates and procurement forecasts which support the demand planning process

• Develops sales strategies, techniques, and tactics based on customer feedback and market environment

Qualifications

• Bachelor's degree in Business or Engineering field required

• Five to seven years of relevant experience in business management, marketing and sales preferably within the office supplies market

• Analytical skills and disciplines in support of business planning, strategy development/deployment, relationship management, and conflict resolution

• Must be fluent in both Spanish and English and willing to live in Costa Rica, where Harrison’s Central America office is based

Marketing Analyst

Job Description

This position develops and implements data-driven marketing strategies by customer segment, product category, channel, and portfolio within a business unit. The Marketing Analyst is responsible for conducting quantitative analysis to support marketing solutions and campaigns. Activities may include any, or all, of the following: planning, campaign strategy, customer segmentation and targeting, product offering, new product development and measurement of marketing programs. This position assists the manager using structured problem solving to identify high-value business opportunities, conduct analyses, and build tests and project plans addressing these opportunities. This position reports to the Regional Manager, Central America and supervises two positions, the product development specialist, and the customer service specialist.

Primary Responsibilities

• Responsible for an area of the business, such as individual programs segments, channel, and products

• Assists new and less experienced analysts

• Conducts quantitative analysis to ascertain root cause of business’ issues, identifies opportunities, and recommends solutions; Assists translating hypotheses and business objectives into test design and data requirements; Develops and implements data driven marketing strategies, such as product strategy, pricing strategy, and contact strategy

• Develops analytical models to assess the impact of changes to pricing, promotions, and products on marketing programs and business profitability; Understands different data sources, testing and control methodologies, and articulates pros and cons of each

• Develops program initiatives utilizing segmentation strategies based on customer behaviors, business drivers and economics, competitive environment and past program results

• Monitors performance of new and existing programs and campaigns to optimize performance

• Supports management in the identification, sizing and description of new customer marketing opportunities

• Promotes an environment that supports diversity and reflects the Harrison brand

• Applies compliance; maintains Harrison internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators; Adheres strictly to compliance and operational risk controls in accordance with Harrison and regulatory standards, policies and practices; reports issues and operational loss events

• Abides by human resources and other Harrison policies in support of our ethical and respectful work environment

Qualifications

• Bachelor’s degree or equivalent degree in Engineering, Mathematics, Statistics, Finance, Economics, or other quantitative fields or equivalent direct experience required; Master’s degree preferred

• Minimum one year analytic work experience, such as consulting, marketing analytics, financial/actuarial analysis, strategic planning; Two years preferred; Advanced degree may substitute for some required experience

• Demonstrated proficiency with personal computers and relevant software packages, the ability to structure, and solve problems using quantitative tools, such as Excel and SAS

• Demonstrated written and verbal communication skills

• Must be fluent in both Spanish and English and willing to live in Costa Rica, where Harrison’s Central America office is based

Business Development Specialist

Job Description

The Business Development Specialist (BDS) is responsible for gaining access to crucial contacts within net new accounts helping to achieve the organization’s new business acquisition goals. This is accomplished by prospecting, and gaining an audience of key decision makers within an account. A Business Development Specialist’s role is to initiate the relationship between Harrison Corporation and a new business contact with whom they introduce to a Harrison Corporation Executive to grow and maintain business. The Business Development Specialist will be responsible for conducting business over the phone concentrating on targeted geographies and moderate face-to-face engagements and report to the Regional Manager, Central America.

Primary Responsibilities

The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations are made to enable individuals with disabilities to perform the essential functions.

• Successfully filters and qualifies prospects building a pipeline to ensure goals are met

• Focuses on building relationships and raising visibility at the executive level in each key account

• Cultivates relationships with calls and face-to-face appointments with clients

• Engages Executives to target new accounts

• Develops and uncovers qualified prospects for assigned territories to be managed by the appropriate Harrison Executives

• Utilizes networking opportunities such as manufacturer partners, technology conferences, and contacts to help uncover and penetrate new business

• Responsible for providing feedback and reports based on revenue generated and activity pipeline

• Spend majority of time cold calling and networking with goal of setting up face to face appointments

• Cultivates relationships with calls and moderate face-to-face appointments with Harrison

• Executives and Harrison Sales Management for specific assigned territories to support a Harrison Corp. Branch

• Effectively communicates to all levels of an organization Harrison’s complete value proposition

• Develops and maintains a strong knowledge of leading industry trends such as electronic commerce, spend management, and technology initiatives

Qualifications

• Ability to build both internal and external relationships

• Strong communication, organization, and time management skills

• Solid problem solving and consultative skills required

• Self driven, motivated and results oriented

• Strong ability to gain knowledge of IT products and services

• Bachelor's degree (B A) from four-year college or university; or one to three years related experience and training; or equivalent combination of education and experience

• Must be fluent in both Spanish and English and willing to live in Costa Rica, where the Harrison Central America office is based

Product Development Specialist

Job Description

The Product Development Specialist leads and coordinates the implementation of all new product development. This person interfaces with each department involved or affected by product development in order to improve the quality and timeliness of product development implementation and maintenance.

This position leads resolution of issues that require coordination with purchasing, marketing, sales and design. This requires the ability to identify and prioritize areas of improvement, initiate change, and lead the effort to result in an improved product development process.

This position reports directly to the Marketing Analyst and works closely with the Country Manager to ensure all goals and objectives are met for product design. This person must be creative in identifying new opportunities that fit the Harrison product line. Note. Product design may be in the packaging of supplies and services to customers, or may involve identification of new products that are unique to the Central American market.

Primary Responsibilities

This position leads in the development and maintenance of all existing and new products by using the development processes and procedures already in place.

• Manages multiple and complex project plans with accuracy to ensure that development initiatives stay on course and on time

• Provides on-going thorough communication between key staff who are involved as team members for a given product development effort

• Works with team members to develop new products based on market trends and target customers

• Develops and implement training needs for staff in the specifics of the new program, and keep them informed of new developments and enhancements

Qualifications

• Excellent team leadership and strong project management skills

• Able to work with and communicate with all levels of the organization and outside vendors

• High energy, detail-oriented individual who is adaptable to change and requires minimal direction

• Must possess the ability to multitask in a fast paced dynamic environment

• A Bachelor’s degree preferred

• Two to ten years of experience as a product manager/supervisor coordinating large projects and leading multi-departmental workgroups preferred

• Must be fluent in both Spanish and English

Customer Service Specialist

Job Description

The Customer Service Specialist is responsible for researching and resolving complaints to ensure customer satisfaction. This position requires being familiar with a variety of the field's concepts, practices, and procedures and relying on experience and judgment to plan and accomplish goals. This position reports to the Marketing Analyst. A wide degree of creativity and latitude is expected. 

Primary Responsibilities

• Answers telephone call inquiries and assisting the customer with product information and orders

Accurately enters information received through verbal and written responses at the WPM rate established by the campaign

• Utilizes effective customer service skills, such as being friendly, courteous, and using empathy statements

• Makes use of effective interpersonal and judgment skills, exhibits a professional demeanor while utilizing a reliable and dependable work ethic

• Makes use of in-depth program product knowledge

• Adheres to production standards concerning availability, quality, and attendance

• Records and verifies names, addresses, purchases, and reactions of customers as required 

• Immediately notifies supervisor or manager of technical failures, problems, or other issues that cause any customer call to end prematurely

• Establishes and maintains constructive working relationships with fellow employees, customers, and other business contacts that the employee may encounter from time to time

 Qualifications

• Must have the knowledge of commonly-used concepts, practices and procedures within the customer contact center industry

• Must be able to perform basic computer, keyboard, mouse and typing functions; Must be able to perform data entry functions

• High school diploma or general education degree (GED)

• Minimum of six months call center experience preferred 

• Excellent oral and written communication skills, including fluency in both Spanish and English

• Ability to demonstrate care and concern for customers

• Able to maintain composure during stressful situations

• Must be willing to live in Costa Rica, where the Central American office is located

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