Customer Service Team Leader

CS Team Leader » Technical B2B Products and Services

Our client is a leader in their industry. Due to growth, they have need for a new Customer Service Team Leader. The successful candidate will lead a team of 10-12 Customer Service Reps. This is a technical product and service provided to other businesses. The successful candidate manage customer accounts including quoting and ordering, contracts, revenue growth, and performance reporting. Position reports to the Director of Customer Service.

Alternate titles: Call Center Manager, Call Center Team Leader, Client Account Manager, Customer Service Manager, Customer Service Supervisor, Inside Sales Manager, Inside Sales Team Leader.

Responsibilities

  • Recruit, train, motivate, develop, and coach 10-12 CSRs. Lead customer service team and act as escalation point for issues identified by CSRs. Perform employee reviews.
  • Ensure that customer service representatives are trained and knowledgeable on the global processes.
  • Work with other departments to coordinate the flow through the fulfillment process.
  • Maintain strong relationships with clients and act as a primary point of contact.
  • Review daily activity for assigned customers to ensure questions have been answered, decisions have been acted upon, and problems have been resolved. Ensures customer quotations and purchase orders meet expectations.
  • Provides weekly updates on KPI’s and critical requirements to the Customer Service Director.
  • Identifies and attracts new business from existing customer base.
  • Conducts Customer field visits and periodic program performance reviews.
  • Works with sales and purchasing on forecasting.

Requirements

  1. Bachelor’s degree in business, supply chain, or similar field preferred; 10+ years of experience in a wholesale or B2C warehouse operation, in lieu of a degree, will be considered.
  2. Three years’ experience leading small teams.
  3. Good working knowledge of ERP and CRM systems.
  4. Proven leadership experience; excellent collaboration, team building, and organizational skills.
  5. Strong computer skills: Microsoft Office Suite (strong in Word and Excel).

Reply / EEO

  • Email résumé, cover letter and compensation requirements.
  • Must be free and clear to work in the USA for an indefinite period.
  • Equal opportunity / affirmative action employer.

Thank you.

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Director of Donor Development

Worldwide Discipleship Association, a metro Atlanta-based (Fayetteville) nonprofit, is seeking a sales-oriented, marketing savvy Director of Generosity and Donor Development. WDA supports the global church by helping Christian leaders. Their focus is disciple-building through publishing, training, and coaching to “meet people where they are, and help themtake the next step toward maturity by renewing minds, equipping hands, and restoring hearts.”

The successful candidate will be able to craft great stories of WDA’s mission and needs, communicate these stories using a variety of media and methods, and respectfully and diligently ask others to join with WDA in their work. At the end of the day, your success will be measured by the amount of funding you raise, and the quality of the relationships you create and nurture. The position reports to the EVP/COO.

Founded in 1974, and based on The Great Commission, WDA partners with churches in the U.S. and abroad, high schools, colleges, and other missionary organizations. You will focus on connecting to an ever-increasing audience who will be discipled (use WDA products), disciple others (train them in WDA methods, processes, and products), and finance the mission of WDA. You will develop strategic, operational, and tactical plans to achieve these goals.

Responsibilities

  • Vision sharing. Persuasively communicate WDA’s vision, mission, and priorities in local, regional, and global missions – with a focus on raising money. Create high quality, compelling proposals and stewardship reports in collaboration with WDA field and home office leadership.
  • Donor development. Develop individual, corporate, and foundation giving campaigns to fund ongoing operations and ministries. Raise a minimum of $250K in the first year, and increase this to $450K annually within three years. Implement a strategy for prospects and donors capable of making annual gifts between $2,500 and $10,000.
  • Community engagement. Invest a majority of time and energy out in the community – in individual meetings, small group sessions, community events, industry tradeshows, etc. Support WDA’s annual banquet in September. Teach and assist WDA staff in raising their own support.
  • Relationship management. Nurture relationships with current and potential donors obtained through current donor base and through personal networking. Cultivate an alumni network of 4000-plus people. Identify and reengage WDA’s alumni base to support the ongoing operations of the ministry.
  • Marketing campaigns. Develop donor profiles and plans, set production goals, and utilize a marketing and activities calendar. Direct capital campaigns. Create end-of-year giving campaigns. Create and manage legacy giving program. Drive regular engagement or “touches” using social marketing, events, volunteers, etc.

Requirements

  • Heart: A committed Christian in agreement with WDA’s statement of faith. Passionate about WDA’s mission to serve the church worldwide by developing Christ-like character in people and equipping them to disciple others.
  • Education: Bachelor’s degree in marketing, business, or related field.
  • Experience: Three years’ experience in sales, marketing or other transferrable professional experience.
  • Gifts: Outstanding leadership, presentation, storytelling, collaboration, and project management skills.
  • Technology: Proficiency in Mac and PC environments, MS Office and CRM systems (WDA uses Neon).

 

Reply

  • Send résumé, salary history, and cover letter.

Your cover letter should address the following questions:

  • How do you meet the specific five responsibilities of the position?
  • How have you integrated your faith into everyday contexts?

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Production Manager

Production Manager » Manufacturing Company

Our client is seeking a Production Manager to lead manufacturing operations. Successful candidate will lead a team of approximately seven direct reports and 30 indirect in a 24/7 operation. Our other placements at this company report they love working here. Position reports to the General Manager of Manufacturing.

Alternate titles: Plant Manager, Manufacturing Manager, Production Supervisor.

Responsibilities

  • Lead a team of 35-40 salaried and hourly employees – including four Production Supervisors. Manage production and production planning in a 24/7 operation.
  • Employ Lean Six Sigma principles to achieve production goals regarding cost controls, waste reduction, quality, safety, and on-time delivery. Incorporate 5S principles into the operations plan.
  • Balance the outputs of three closely integrated manufacturing processes to avoid any interruptions. Take immediate steps to correct this situation when it occurs.
  • Develop the production leadership team to carry out operational strategies, conduct employee training and development, and instill culture of safety, quality and productivity.
  • Recommend strategic improvements for a three to five year horizon.

Requirements

  • Bachelor’s degree in business administration, engineering or related field, plus five years’ of production or general management experience – or an equivalent combination. Experience in a roll-to-roll plant a big plus.
  • Extensive experience with Lean Six Sigma and quality principles including Kaizen, 5S, process improvement, TPM, ISO, and production scheduling. Six Sigma certification a big plus.
  • Experience with ERP systems and MS Office (especially Excel), to analyze and improve operations, perform variance analysis, and make presentations to management.
  • Excellent strategic planning, operations leadership, employee development, performance management, and problem solving skills.
  • Strong knowledge of OSHA and EPA regulations and compliance measures.

Reply / EEO

  • Send résumé, cover letter and compensation requirements to: Email.
  • Must be free and clear to work in the USA for an indefinite period.
  • Equal opportunity / affirmative action employer.

Thank you.

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SVP / CFO — OM USA

Senior Vice President / Chief Financial Officer

Are you ready to move from success to significance?

Operation Mobilization USA, a metro Atlanta-based (Tyrone) nonprofit, seeks a proactive and insightful SVP / CFO. He or she will lead a team of three directors who oversee accounting, business development, and project management operations. OM has 6800 missionaries in 118 countries, including 600 from OM USA. Position reports to the CEO.

We are looking for someone who has climbed their mountains, conquered their demons, and saved for retirement. This position pays less than half of market value in a similarly-sized $30M corporation. The ideal candidate would be someone who is a “discerning leader” and “fired up about missions.”

Successful candidate must be a vibrant, intentional follower of Christ, in fellowship in a local church, and in agreement with OM’s statement of faith. He or she will be full of vital energy and recognized as an agent for positive change.

Responsibilities

  • Strategic and financial planning: Lead the strategic planning process, in collaboration with the CEO and leadership team, to double the number of missionaries deployed around the globe. Advise leadership on financial issues and legal risks. Liaise with the OM international finance organization in matters of global finance and best practices.
  • Business development. Oversee new business development activities to drive financial results. Manage entrepreneurial activities already underway. Identify broad opportunities for alternative revenue sources. Provide council for other entrepreneurial activities of OM USA as needed.
  • Forecasting and budgeting: Provide strong financial stewardship. Lead development of the operating budget. Oversee the budget plan, and monitor expenditures against plan. Contribute to the development of capital improvement budgets with cost justifications. Prioritize capacity-building investments.
  • General ledger, reporting and treasury: Build scalable, efficient, and well-controlled financial reporting practices. Oversee the GL and treasury functions. Produce required internal and external reporting. Provide analyses, trend reports, and other forms of support. Research and interpret data to answer inquiries from leadership.
  • Compliance and controls: Ensure financial operations and policies are in compliance with Evangelical Council for Financial Accountability (ECFA), GAAP, federal, and state regulations based on guidelines provided by the CFO and Board of Directors. Manage relationship with external auditors and with the ECFA.
  • Risk management: Assess business and financial risks, recommend policies and procedures to mitigate risks, and manage relationships with insurers to ensure appropriate risk coverage for property, liability, and D&O. Optimize investment returns while ensuring compliance with board-authorized investment policies.
  • Project management: Oversee the Project Management Office (PMO). Play a key role in the ERP implementation. Assess projects for ROI. Recommend and implement solutions to that improve departmental and organizational efficiency, effectiveness, and quality – to drive improved decision-making by OM USA leadership.

Requirements

  • Heart: Passion for global missions – to reach the unreached and forgotten in the name of Christ.
  • Education: Bachelor’s degree in finance or accounting. MBA, CPA or CMA preferred.
  • Experience: Five years’ experience in a related executive role, especially more strategic roles in nonprofits.
  • Skills: Outstanding leadership, collaboration, strategic planning, decision-making, and problem solving skills.
  • Technology: Proficiency with Microsoft Office (Excel power user) and ERP systems.

Reply

Send résumé and cover letter: reply.

Your cover letter should address the following questions:

  • How do you meet the specific seven responsibilities of the position?
  • How have you integrated your faith into everyday contexts?

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Product Manager – IoT

Image result for led lighting iconIoT / Intelligent Control Systems

Our client is a leading manufacturer of LED lighting products. They are experiencing rapid growth and are expanding our team to better serve their customers. We are seeking a Product Manager to become an integral part of their team. You will research, develop and design manufactured products in accordance with customer needs and company standards. Position reports to the Vice President of Sales and Marketing.

Responsibilities

  • Portfolio strategy: Develop and maintain a five-year multi-generation product road map that positions our client to win in the marketplace, drive customer centric innovations, ensure P&L growth, and include the latest VoC input. Monitor and adapt product portfolio strategy to changing industry regulations and market trends.
  • Category management: Oversee product life-cycle and management, development, profitability, and market share growth. Collaborate globally with Engineering, Manufacturing, Strategic Sourcing, Purchasing, Quality, Marketing, and Finance to ensure optimal marketing mix and profitable growth of product category.
  • Market analysis: Provide analyses and recommendations regarding marketing programs and product portfolio enhancements. Lead competitive benchmarking activities including voice-of-customer (VoC), market data, GAP analysis, competitive analysis, product tear-downs, PEP processes, and other benchmarking methodologies.
  • New product development: Collaborate with customers and colleagues in China to develop innovative products. Lead cross-functional teams to develop new products through the stage-gate product development process (PDP). Set pricing and margin expectations. Ensure project schedules and launch dates are achieved.
  • Product commercialization: Lead commercialization process for product launches. Manage costs and profitability. Lead cost-reduction activities. Liaise with Quality to monitor quality and warranty metrics. Perform market research and customer-sensing activities required to define or refine product designs.
  • Marketing support: Help build the brand. Assist in the development of brochures, catalogs, packaging, POS displays, product collateral, sell sheets, and websites. Provide marketing support for promotions, product training, and sales training. Provide product leadership at customer and internal events and meetings.
  • Portfolio reporting and analysis: Develop product category dashboard and reports to monitor and drive growth in market share, unit volume, profitability, customer mix, product mix, and market trends. Provide analyses and recommendations regarding marketing programs and product portfolio enhancements.

Requirements

  • Five years’ experience marketing and selling to home improvement retailers required.
  • Three years’ experience in IoT (product management, marketing, or engineering) required.
  • Bachelor’s degree in marketing, business, engineering, or related field required; MBA strongly preferred.
  • Outstanding analytical, strategic planning, team leadership, project management, and problem-solving skills.
  • Excellent Microsoft skills: Project, Word, PowerPoint, Excel (pivot tables, macros, formulas, charts, graphs).
  • Able and willing to travel to domestic client meetings, global trade shows, and China HQ twice each year.
  • Must be innovative, collaborative, customer-centric, flexible, and business savvy.

Reply / EEOC

  • Send résumé and cover letter with salary history to: dave@ofarrellcm.com.
  • Must be free and clear to work in the USA for an indefinite period.
  • Equal opportunity / affirmative action employer.
Thank you.

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