In order to work with people you need to have a certain set of personal and professional qualities. Such work should be aimed at a very specific goal - to attract customers to the company. To achieve maximum profit for the company, an account manager must be able to grasp the client's mood and offer him what he needs most.
To improve the professional skills of their managers, self-respecting companies send their employees to various trainings. And of course, without fail, they define the range of responsibilities and key skills of managers, namely, they describe in detail the job responsibilities of a customer service manager.
Who is a manager
The very name “customer service manager” already contains a completely understandable definition of the responsibilities of such an employee. This is a specialist whose main responsibility is to contact customers, explain to them the essence of the products and services offered by the company with a view to their subsequent implementation.
The image of your company and its profits depend on how competent and savvy your managers are who are in direct contact with customers. It is quite obvious that this is the key figure in the structure of the company, on which it depends whether the client will be satisfied and whether he will contact you next time, and whether he will recommend you to his friends.
It is necessary to clearly define what a customer service manager does.
Responsibility
The client manager is responsible in case of failure to fulfill the duties specified in the instructions or any violation thereof. He is also responsible for the damage caused to the company in the course of his work and the offense committed by him. The enterprise may also provide for punishment of the manager for failure to fulfill sales plans or insufficient replenishment of the client base. Punishments for an employee should not go beyond the limits established in Russian legislation.
A customer service manager is an important employee in every organization, as he is responsible for finding and attracting customers. He also retains the company’s existing partners by all means. All his duties and rights are specified in a special job description, which must be present at the enterprise.
Responsibilities and rights
The scope of a manager’s responsibilities can be very diverse and largely depends on the direction of the company’s activities and its structure. Therefore, below will be given the general rights and responsibilities that are inherent to managers in general, and if necessary, you can add those functions that you need.
- The employee filling the position is required to look for clients using any available communication channels. To do this, he must conduct market analysis, identify the target audience and monitor competitors.
- Attracting customers by generating interest in the company and its products sold.
- Processing incoming traffic of calls, emails, visits. Analyzes the needs of potential clients and tries to understand why clients called your company.
- Actually conducting the transaction itself. Sale of goods or services and further control of the delivery of goods or provision of services. Preparation of the entire list of accompanying documentation.
- Customer focus, that is, the desire to create a desire among buyers to contact the company again.
- The manager must have a good understanding of the products and services offered by the company. In addition, he must present services and products better than managers in competing firms.
Job description for the specialty "Key Account Manager"
Job Description for Key Account Managerzip
You can Key Account Manager Job Description for free . Key Account Manager Responsibilities
I approve
_____________________________ (Last name, initials)
(name of organization, its ________________________________
organizational and legal form) (director; other person authorized
approve job description)
00.00.201_g.
m.p.
JOB DESCRIPTION
KEY ACCOUNT MANAGER
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(name of institution)
00.00.201_g. №00
1. General Provisions
1.1. This job description defines the rights, responsibilities and job responsibilities of the Key Account Manager _____________________ (hereinafter referred to as the “enterprise”). Name of institution
1.2. A person with a higher education and work experience in the sales field of at least 2 years is accepted for the position of Key Account Manager.
1.3. The Key Account Manager is hired and dismissed by order of the General Director of the Enterprise on the recommendation of the Head of the Wholesale Department, with the consent of the Commercial Director.
1.4.The Key Account Manager must know:
- the main legislative and regulatory acts regulating the activities of companies engaged in the wholesale trade of food products;
- established financial and business practices in this area;
-requirements of federal and local authorities for the rules of organizing trade;
-methods and procedures for developing long-term and current sales plans;
- the state and prospects for the development of food sales channels assigned to it.
-methods for studying demand for goods from the Enterprise’s product ranges;
-rules for concluding and executing contracts for the supply of products;
- the “XXX” database, as well as other software used by the Company to support the trading process;
-organization of accounting of sales operations and preparation of reports on the implementation of the implementation plan.
1.5. The Key Account Manager is subordinate to the Head of the Wholesale Department for Moscow and the Moscow Region, and carries out the orders of the Commercial Director.
1.6. During the absence of the Key Account Manager (business trip, vacation, illness, etc.), his duties are assigned to another Department Manager, who acquires the corresponding rights and is responsible for the proper performance of the duties assigned to him.
2.Job responsibilities
The Key Account Manager is required to:
2.1.Based on the Department’s plans, plan individual sales volumes and individual targets for the development of an active Client base.
2.2.In the manner established by the Enterprise, implement a set of measures to verify the reliability and creditworthiness of Clients-potential debtors of the Enterprise.
2.3.Personally accept orders from all Key Clients, transferring technical work (entering orders into the computer) to the Sales Support Department.
2.4.If necessary, advise the Client on the optimal preparation of the Order based on the specifics of the Client’s business and the strategic focus on long-term cooperation with this Key Client.
2.5.Plan a schedule of visits and calls to Clients on a weekly basis.
2.6.In accordance with the schedule (and, if necessary, outside the schedule), regularly call and personally visit existing and potential Clients, conduct all necessary negotiations with them on the terms of sale of goods and the procedure for making payments.
2.7. Organize the preparation and conclusion of contracts with new Clients, and, if necessary, re-register contracts with existing Clients.
2.8. Within the framework of the conditions mentioned in clause 7, as well as taking into account the quality of the Client’s existing debt and his credit history, strive for the maximum size of the Order, not only in volume, but also in assortment.
2.9. Based on the current rules and regulations, determine the amount of discounts (price list column). In case of an unusual situation, consult with the Head of the Department.
2.10. If necessary and in accordance with the rules adopted by the Enterprise, participate in the preparation of acts and other documents for shortages, misgrading, etc.
2.11.Keep a sales history for each of your Clients, as well as collect and systematize all available information about existing and potential Clients in your market segment, their needs, and the prospects for developing trade relations with them.
2.12.Collect and systematize all available information about competitors, always try to keep abreast of all changes in the market, and always be ready to adequately respond to the actions of competitors.
2.13.At the request of Management, assess the sales prospects in the market segment assigned to it, prepare proposals for adjusting the range and prices.
2.14. Subject to appropriate decisions of the Management, carry out work to stimulate sales, implement special programs of discounts and bonuses, and other sales promotions.
2.15.Carry out merchandising.
2.16.Keep records of the execution of orders placed and mutual settlements with your Clients.
2.17. Analyze cases of returns and refusals and take measures to prevent similar cases in the future.
2.18. Conduct work to train Clients’ personnel in methods of increasing the efficiency of sales of the Company’s goods.
2.19.Ensure timely and full return of receivables from its Clients and take all possible measures for immediate and full collection of overdue receivables.
2.20.Constantly improve your professional level.
2.21.Ensure timely and reliable execution of all required reporting and other working documentation.
2.22. Ensure a regime for maintaining trade secrets.
2.23.Maintain and develop the existing Client base.
2.24.Carry out work to find and attract new Clients.
2.25. Avoid excess and overdue accounts receivable from Clients.
2.26.Maintain good working relationships within the workforce.
2.27.Fulfill official assignments of your immediate supervisor and direct superiors.
2.28. In the market segment assigned to it in Moscow and the Moscow region, implement an aggressive sales policy and seek to expand its presence there.
2.29.Ensure progressive growth in sales volumes to Key Clients.
3.Rights
The Key Account Manager has the right to:
3.1. Represent the interests of the Enterprise in relations with Clients on issues of organizing sales.
3.2. Get acquainted with the decisions of the Enterprise Management regarding the purchase and sale of products.
3.3. Submit proposals for improving product sales for consideration by the Head of the Wholesale Department for Moscow and the Moscow Region, Commercial Director.
3.4. Interact with employees of all structural divisions of the Enterprise.
3.5.Request personally or on behalf of the Head of the Department information and documents from the heads of departments and specialists necessary to fulfill their official duties.
3.6.Inform the immediate Manager about all shortcomings in the activities of the Enterprise identified during the performance of their official duties and make proposals for their elimination.
4.Responsibilities
The Key Account Manager is responsible for:
4.1.Inadequate performance or failure to fulfill one’s job duties as provided for in this job description within the framework determined by the current labor legislation of the Russian Federation.
4.2. Causing material damage within the framework determined by the current labor and civil legislation of the Russian Federation.
4.3. Failure to fulfill the sales plan, the plan for the active Client base, the plan for new Clients within the limits of the variable part of the salary.
5.Evaluation criteria
The criteria for assessing the activities of the Key Account Manager are:
5.1.Progressive increase in trade turnover in the assigned market segment.
5.2. Implementation of the sales plan, plan for the active Client base, plan for new Clients.
5.3. Efficiency, accuracy and accuracy of payments between Clients and the Company.
5.4. Absence of excess and/or overdue accounts receivable.
5.5. Accuracy, timeliness and accuracy of preparation of reporting and other working documentation.
5.6. Absence of justified claims from Clients.
5.7. Absence of negative assessments from the Company Management, Head of the Wholesale Department.
5.8. Absence of justified claims from the structural divisions of the Enterprise.
6.Final provisions
6.1. This Job Description is drawn up in two copies, one of which is kept by the Company, the other by the employee.
6.2.Tasks, Responsibilities, Rights and Responsibilities of the Key Account Manager can be clarified in accordance with changes in the Structure, Tasks and Functions of the Commercial Service.
6.3. Changes and additions to this Job Description are made by order of the General Director of the Enterprise.
Head of structural unit: _____________ __________________
(signature) (surname, initials)
00.00.201_g.
I have read the instructions,
one copy received: _____________ __________________
(signature) (surname, initials)
00.00.20__
Job description
The entire breadth of requirements for the functionality of a client manager is described in a document such as the job description of a client manager.
This document represents the detailed duties and powers of the employee. In addition, this document must indicate possible liability for improper performance of one’s duties.
General provisions
- The manager is the top executive of the company.
- The manager must have knowledge of economics, the basics of marketing, and the full range of goods and services offered by the company.
- Be able to draw up a business plan, commercial proposals and contracts.
- Be able to establish business contacts.
- Know the etiquette established for communicating with clients.
- Understand the basics of psychology and communication theory.
- Appointment and removal from position occurs by issuing an order by the head of the company.
- During the absence of this employee, all his functions and duties are performed by a person appointed by the manager.
Job responsibilities
- Analyzing the target audience and identifying needs.
- Developing methods for searching for potential clients and drawing up communication schemes with them.
- Searching for clients using various methods.
- Forecast of business reliability of identified clients and their security.
- Organizing and conducting preparatory negotiations, clarifying their needs and preparing an offer.
- Dealing with customer objections.
- Concluding contracts on behalf of the company.
- Maintaining contact with all existing clients.
- Development of individual proposals for promising customers.
- Establishing feedback with customers (taking into account complaints and suggestions).
- Formation of a client base.
- Analysis and accounting of the work of competitors.
Rights
- Determining the most convenient forms of working with clients and methods of establishing business interaction.
- Management of funds issued for entertainment expenses.
- Signing documents within the framework necessary to perform functional duties.
- Familiarization with all documents related to his rights and obligations.
- Request and receipt of all necessary documents and information related to the performance of the manager’s duties.
Rights
The Customer Service Manager has the right to:
3.1. For all social guarantees provided for by the legislation of the Russian Federation.
3.2. Independently determine forms of work with clients and ways of establishing business connections.
3.3. Manage the financial resources entrusted to him for entertainment expenses.
3.4. Sign and endorse documents within your competence.
3.5. Receive information about the activities of the organization necessary to perform functional duties from all departments directly or through the immediate superior.
3.6. Submit proposals to management to improve your work and the work of the organization.
3.7. Get acquainted with draft orders of management relating to its activities.
3.8. Improve your professional qualifications.
3.9. Inform your immediate supervisor about all shortcomings identified in the course of your activities and make proposals for their elimination.
3.10. Require management to create normal conditions for the performance of official duties.
3.11. Other rights provided for by the labor legislation of the Russian Federation.
Peculiarities
Below we will look at some industry specific features of job descriptions for managers. This information is also very useful.
For the sales sector, the job description must include a mention that the employee must know the full range of products offered. If this is, for example, household appliances, then it is important to know all its functions and the differences between one model and another.
If you intend to sell services, then an important criterion for the efficiency of employees is the number of repeat clients. That is, it needs to be stated here that the manager must be able to create a need among clients for the services provided by the company.
In addition, when describing the responsibilities of a customer service manager for the resumes that applicants will send you, it is worth mentioning that in order to perform your duties well, you need to know at least the basics of marketing and advertising. The ability to create programs to attract more clients is also part of the skill set required by a sales manager.
Attraction of new clients
There is an opinion that all major clients in the market are already occupied. Is it worth spending time actively selling to market leaders? Or should we rely only on generating an incoming stream?
Of course, it is worth making attempts to win the most eminent and solvent clients, in order to turn them into key clients of the company. Large clients are companies that constantly optimize processes and consider new proposals for cooperation. Methods of attracting new clients: cold calls, recommendations, visiting exhibitions. Contact details of decision makers are usually quite easy to find on the Internet, which makes it easier to find clients. Cold calls and letters with a short and clear description of the benefits of a product or service can help achieve a personal meeting with people of interest. Do not neglect the recommendations of existing clients and forget about the experience of successful sales of clients of a similar scale.
There is a possibility of encountering refusals and objections. Therefore, one of the mandatory personal qualities of a key account specialist is the spirit of a fighter. Trying is the most important thing in attracting big clients. Finding clients is a great insurance policy in case any existing clients choose a different supplier.
What is the specialty of a customer service manager?
The name of the specialty “customer service manager” speaks for itself. A specialist whose job responsibilities include contact with a client, and, accordingly, searching for him, attracting him to the company, and providing full support during the contact - this is a customer service manager .
The company's profit and its image depend on his work.
Your employee wants to quit and you don’t mind, then the article Dismissal by agreement of the parties: main advantages and a package of necessary documents will help you do this quickly and easily.
It is the customer service manager who is responsible for the attitude towards the company, for the desire of customers to return to the services of a particular company, for recommendations and feedback from customers to their environment about the experience of working with the organization.
The manager's work cycle with clients.
Manager's duties and rights
The functionality of a customer service manager is quite broad and depends on the professional orientation of the company in which he works, the organizational structure of the enterprise and other factors. In general, the duties and rights of a client manager can be formulated as follows:
- The account manager searches for clients through the use of different channels . Analyzes the market for the services provided by the company, identifies the target audience of the company and each specific product or service. Monitors competitors.
- A specialist attracts potential clients to his company and creates interest in it. This is done through calls, meetings, advertising campaigns, presentations and other actions leading to the final goal.
- Processes incoming traffic of interest to the organization. Finds out the needs of customers with a formed interest in the company . He studies the reasons for contacting his company.
- Account manager makes a deal . Sells a product or service, monitors the client’s receipt of the product or service in full and within the agreed time frame. Prepares necessary documents.
- The customer service manager creates a positive image of the company in the eyes of customers . Takes all necessary actions so that the client purchases a product or service from him and his company again next time.
- The manager has the right to use the resources of the enterprise to achieve professional goals . To perform high-quality work, a specialist must have skills, know the theory of sales, understand the products and services offered by the company, and be competitive in comparison with specialists of this level from other companies. In light of this, a specialist has the right to count on periodic training at the expense of the employer.
You need to get a job, but don't know what documents you need...here you will find all the information.
Depending on the specialization of the organization for which the sales manager works, the functions may be broader or more limited.
The maximum requirements for the range of work performed by a specialist are specified in his job description.
The job description for a customer service manager can be downloaded here.
Manager rights
The legal functions of the manager are reduced to:
- Independent choice of communication and working form with clients, as well as methods of establishing connections.
- The ability to manage at your own discretion the funds allocated by the organization for various types of expenses.
- Signing documents within your own competence.
- Familiarity with documentation affecting job rights and responsibilities.
- Requesting management for documents necessary to perform direct functions.
- Request from management the conditions necessary to perform the relevant work activity.
