Organizational manager job description. Customer Service Manager Job Description

Information is also provided about the responsibility of such an employee. When applying for a manager's position, most companies provide a job description so that the applicant gets acquainted with all the nuances of the future work. So, what information does a manager's job description contain?

Education and principles of work

Usually in the column General provisions” indicates that the manager is the leader. To be a manager, you must higher education in the specialty "management" and certain knowledge, skills and abilities that should have been acquired in the learning process. In his work, the manager must be guided by the current legislation that regulates entrepreneurial and commercial activity, charter specific company, basic labor rules, job description and orders of the chief.

Knowledge

A person who occupies the position of a manager must be versed in the laws, understand market economy, doing business, management theory, theory and practice of working with personnel, be able to develop business plans and conduct advertising campaigns. Among other knowledge that the manager's job description provides, the ethics of business communication, methods for assessing the business qualities of employees, various ways information processing, labor legislation, rules and regulations of labor protection. Other requirements may be added to this list, depending on the particular enterprise. Keep in mind that a manager's job description can be very different if we are talking about enterprises engaged in various activities.

Manager functions

Such an employee manages the business activities of the enterprise, interacts with third-party organizations, selects and arranges personnel, organizes advertising activities.

Responsibilities

As a rule, the job description of the manager provides for the following duties:

Implementation entrepreneurial activity in order to meet the needs of consumers and make a profit;

Business planning;

Control of business planning, development and implementation of various agreements, contracts and agreements;

Analysis and solution of various problems, including economic, organizational, technical, personnel and others;

Selection and placement of personnel, motivation of activity;

Organization of communication with business partners;

Analysis of demand for products or services provided by the company;

Management of subordinate employees and others.

As mentioned above, the manager's job description also describes the rights of the employee. Briefly: the manager has the right to make proposals for improving the activities of the company, to sign documents within the scope of his duties, to inform the management about the shortcomings in the activities of the enterprise, to demand assistance in the performance of his functions. At the same time, the manager is responsible for failure to fulfill his duties, committed offenses, causing material damage.

At the request of the management of the enterprise, the job description can be changed. Please note that the above information is only an example of the content of such a document. Depending on the characteristics of the position, additional items may be included in it. For example, the job description of a purchasing manager will contain specific items on purchasing activities, and so on.

Reading 9 min. Views 212 Published on 03/25/2018

An employee who constantly interacts with people around him who can become potential customers of the enterprise must have a number of professional and personal qualities. All actions performed by an employee should be aimed at attracting a new audience to the company's products. It is from the activities of the manager to work with clients that the level of income of the company depends. This employee must have the ability to determine the desires and needs of each client, find an individual approach to potential buyers and conclude profitable transactions. In this article, we propose to consider the job responsibilities of a customer service manager.

A good manager who fulfills all duties is a complete benefit for the enterprise

Management functions

Every self-respecting company seeking to take a leading share in a certain market segment should pay increased attention to the professional skills of its employees. Various lectures, seminars and trainings are held to improve the skills of the staff. Holding such events allows each employee to learn more about their professional duties and get new tools for the implementation of production tasks.

Account managers are the main link in the marketing department. At the heart of them labor activity lies the creation of close cooperation with large customers, private entrepreneurs and individuals. The task of this employee is to explain to customers the basic information about the goods produced or the services provided.

This specialist should not only interest a potential consumer, but also create all the necessary conditions to make a deal.

The professionalism and high qualification of this official is reflected in the status of the enterprise and the level of income. That is why account managers must constantly improve themselves in professional field.This position is one of the key positions in the entire enterprise.. It is from this specialist that the level of customer satisfaction with the fulfillment of the obligations of the contract depends. Thanks to the right marketing policy, the company will be able to get satisfied customers who will recommend the purchased products among their friends. Let's take a look at what is included in the rights and responsibilities of a customer service manager.

Rights and obligations of an official

A client manager is an employee who enters into transactions on behalf of the organization with interested parties. The rights and obligations of this official depend on the structure of the company and the scope of the enterprise. This means that the tasks of client managers working in different areas can differ significantly from each other. Below we will try to summarize all necessary information regarding the activities of this employee.

the main objective of an account manager is to ensure that the client is sure that his problems and needs are understood and solved

A specialist in the management department working with clients is obliged to engage in attracting potential consumers of the company's products. For this, various communication channels, mass media and Internet resources are used. In order to determine the target audience, it is required to analyze the main field of activity of the enterprise. In addition to market analysis, the job responsibilities of a client manager include constantly monitoring the actions of competitive organizations. A detailed study of competitors' offers allows you to determine the strategy for developing a marketing campaign and promoting an enterprise in a particular market segment.

In order to be able to make the most favorable offer to the buyer, the manager must constantly monitor changes in the market. In addition, it is necessary to correctly approach the issue of increasing interest target audience for products manufactured by the company. To do this, various advertising campaigns and holiday promotions are carried out with the involvement of the media.

Speaking about what an account manager does, we should mention the importance of handling all incoming calls. It is recommended to conduct not only the analysis of electronic and paper correspondence, but also targeted surveys among potential buyers. It is important to identify which product parameters are of interest to customers. After that, you should find out why buyers turn to you or competing organizations. Such surveys help to increase the quality of the offered products or services, as well as improve the image of the enterprise.

One of the important tasks of client managers is the conclusion of contracts.

It is important to note that the task of the official in question includes not only signing official papers, but also monitoring the fulfillment of the obligations of each of the parties. This means that with a contract for the supply of products or services, the manager must make sure that all obligations were fulfilled within the agreed time frame. Also, one of the duties of an employee of the management department is to draw up all the necessary documentation that may be needed during the conclusion of the contract.

According to experts, a true professional in this field must have the gift of persuasion in order to arouse the client's desire to immediately conclude a cooperation agreement. Goodwill, courtesy, qualifications and a wealth of knowledge about the company's products or services will help create a broad customer base. It is the creation of this database that will attract buyers who will purchase products or services on permanent basis.

The specialist must delve into the needs of clients in order to compile a list of services in the form that will satisfy them as much as possible.

Knowing all the advantages and disadvantages of the products offered by the company will help create a competent offer that will outshine the products of competitors. In order to increase interest in the organization's products, the manager must have the skills to conduct presentations, during which the main advantages of the products offered will be demonstrated. Thanks to the holding of such events, it is possible to increase not only the client base, but also expand the sphere of influence in a certain market niche.

In order to meet all the above requirements, managers must constantly take refresher courses and various trainings. Learning the tools to attract potential audiences and putting them into action will help increase the profits of the organization.

Job Descriptions

Job description manager for work with clients contains a list of requirements for the employee in question of the enterprise. The pages of this document contain the official powers and functions of the employees of the management department. In addition, job descriptions may contain information about penalties and consequences for dishonest performance of labor obligations.

According to the general rule, this position is one of the key in the leadership of the organization. The task of the manager is to study the sector of the economy in which the main activity of the enterprise is carried out. In addition, the official is required to know the basic rules of marketing. When employed in this department, a new employee must carefully study the activities of the company, the goods produced and their features.

In addition, you will need skills in drawing up business plans and commercial offers. One of the main tasks of client managers is to create communication links aimed at concluding large transactions related to the sale of services or products of the company. This requires knowledge of business etiquette and the ability to conduct business negotiations. Studying the basics of the psychology of human behavior and communication theory will help you choose an individual approach to each potential buyer. However, in order to learn how to apply such knowledge while communicating with clients, it will take a lot of time spent on practice.

The authority of the manager is provided to ensure that he does his job most efficiently.

According to the job descriptions established in most enterprises, in order to accept an applicant for the position in question, the management of the organization must issue an appropriate order. In case of non-compliance with labor obligations and other force majeure, the employment agreement can be terminated only with the help of an order. The management of the enterprise is recommended to appoint in advance a person who will perform the duties of the account manager during the absence of the main specialist.

Let's list everything a client manager does. Its functions include:

Constant study of potential buyers and identification of their needs.
Using various tools to attract customers and preparing a strategy for closing deals.
Usage various methods building up the client base.
Preparation of forecasts regarding the solvency of potential partners and regular customers.
Preparation and execution of a package of documents necessary for the conclusion of the contract.
A set of actions aimed at attracting new customers and identifying their needs.
Carrying out transactions on behalf of the enterprise.
Accompanying transactions and maintaining contacts with the existing client base.
Search individual approach to VIP clients.
Consideration of suggestions and complaints from dissatisfied customers.
The study of the proposals of competing firms, the analysis of their products and services in order to identify methods of competition.

Rights and responsibilities

The client manager is an independent link in the administration of the enterprise, which has the right to use various tools to attract a potential audience. This suggests that this specialist has the full right to independently decide how to spend the funds issued for entertainment expenses. According to the established rules, the functional duties of such employees include the conclusion of transactions on behalf of the organization. This means that the manager has every right to request from the administration of the company everything Required documents associated with his direct activities.

It is important to note that violation of job descriptions by this person may result in penalties. The procedure for their accrual and the amount of fines is determined on the basis of labor agreement or applicable law. Liability for serious offenses committed in the course of employment is determined on the basis of the Criminal and Administrative Code.

Account manager - a position typical for enterprises of various industries and business areas

Degree liability regulated on the basis of civil and labor law. Upon taking the position of a client manager, the applicant must familiarize himself with his job descriptions, and then put his signature in this document. The task associated with the development of this instruction is assigned to the direct head of the company or the legal or personnel department.

Features of the profession

An account manager is a specialist who carries out various transactions and concludes agreements on behalf of the enterprise. These job responsibilities require knowledge of the specifics of the company's field of activity and products. As an example, let's take an organization engaged in the issuance of small household appliances. The task of the client manager is to study the main functions of the offered goods, their characteristics and features. In addition, it will be necessary to study the analogues produced by competitors and identify their shortcomings. It is the knowledge of the shortcomings of competitors' proposals that will help to draw up a competent marketing campaign aimed at promoting the offered products.

In the case when the main activity of the enterprise is carried out in the service market, the effectiveness of the work of representatives of the management department is determined by the number of repeated requests from customers. It is important to note that the task officials This department includes the formation of needs for services from potential consumers.

In order to increase the effectiveness of their actions, the manager needs to know the basic rules of advertising and marketing. The ability to conduct various presentations, training workshops and seminars in order to increase the client base are the main skills needed by an account manager. It is these requirements that explain the importance of continuous training and development in the professional field.

Conclusion

Summarizing all of the above, it should be said that the preparation of job descriptions for a customer service manager is one of the primary tasks. The quality of this document contributes to an increase in demand for the company's proposals, which directly affects the company's profits.

In contact with

Job responsibilities of a sales manager are approved at the local level and depend on the specifics of a particular organization that hires him, although this position is contained in the all-Russian classifier. In practice, there are various positions whose responsibilities include the implementation of the company's product. They are subject to approximately the same requirements in relation to business and professional qualities. Consider the features of the job description of the manager of the sales department, which regulates their functional responsibilities.

Types of Sales Managers

All-Russian classifier of professions of workers, positions of employees and tariff categories, approved by the Decree of the State Standard of December 26, 1994 No. 367, contains several positions to which the position in question can be attributed:

24051 trade manager;
24057 manager (in commercial activities);
24068 manager [in subdivisions (services) for marketing and sales of products].

Depending on the specifics of the duties of a sales specialist, his position may belong to one of the categories, but the closest in terms of functional duties sales manager in the modern sense is the latter.

A different typology of companies selling specialists has not been established at the legislative level, but it is present in theory and is applied in practice by business entities. There are various criteria by which the position in question can be classified:

Depending on the territorial coverage of activities:

zonal;
regional;
territorial, etc.

The specified gradation is individual and is set individually in each company. A territorial manager in one company can cover one city or district with its activities, in another - a subject of the Federation, in a third - several regions at once.

By level of position (and responsibility):

head of the company's product sales department;
senior manager;
implementation officer;
his assistant.

The job descriptions of a senior sales manager for the main range of duties do not fundamentally differ from others. Differences may relate to the level of responsibility and leadership functions.

By type of sale:

active sales manager;
passive sales specialist

Differences in the functions of "salesmen" by active and passive type are the level of participation in attracting customers. In the first case, the employee himself takes measures to find customers, calls potential clients, attends seminars and exhibitions, etc. Passive ones involve communication with a client who is already ready to buy the company's product.

How to communicate with clients:

direct sales (personal contacts with clients);
telephone;
electronic.

By number of sales:

wholesale;
retail.

This criterion does not affect the differences in the content of the job description of the manager wholesale sales and retail in terms of their main functional duties.

Required Qualities

Requirements for the professional and personal qualities of a sales manager are included in the job description of this employee. The quality and quantity of the company's product sold depends largely on their observance. TO necessary qualities include the following:

knowledge of the legislation regulating the issues of their activities (labor, civil in terms of the execution and content of sales transactions, corporate and economic law, etc.);
possession of various sales methods that can be applied in a particular enterprise in the position held;
experience in the field of sales of goods, involving knowledge of the relevant market, competitors (suppliers of a similar product), range of potential customers;
knowledge of the product, its advantages and disadvantages;
skills business communication;
skills in applying psychology in communicating with potential clients;
possession foreign language(if there are potential buyers among foreigners);
activity and good communication skills;
motivation;
the ability to convince;
learning and creativity.

The specific list of personal skills of an employee is different depending on the activities of the company and the specifics of the sale of the product (wholesale, "cold", direct, etc.).

There was no single professional standard in our country for employees of this category, since special education until recently educational establishments didn't give. Therefore, each company has developed and is developing its own requirements for job seekers of sales managers.

Manager's Responsibilities

The main responsibilities of an employee of the sales department are approximately identical, regardless of the characteristics of the enterprise and the position of the employee. They are subject to inclusion in the job description of a sales specialist and must be strictly followed by the employee. Duties include:

collection of information about persons who are potential customers of the company (for example, for manufacturers of food packaging, these will be manufacturers food products And retail chains those who pack them), including the name, contacts, information about the head and purchasing manager, etc.;
conducting business negotiations through personal meetings and telephone connection, sending commercial offers by fax, e-mail and regular mail;
accepting orders for a product manufactured by the company;
collection and compilation of statistical information;
drawing up reports;
maintaining and editing the client base;
control and release of goods;
sending the necessary documentation to the counterparty (contracts, invoices, waybills, certificates of work performed, etc.);
signing an agreement with the head of the company;
study of similar products of competitors, forms and methods of their work;
advising potential clients and existing contractors;
participation in marketing research and etc.

There are other duties that depend on the specifics of the position held. The duties of a senior sales manager or the head of the relevant division of the firm may include directing the activities of subordinate sales employees. The duties of a senior manager may include mentoring and supervising the work of line managers and trainees.

The job description of a regional manager may additionally include the obligation to coordinate the activities of branches and representative offices of the company on the territory of a certain region (or territorial zone).

Job description

The functionality of an employee is included, along with other sections, in an official document to be executed and observed by the employee and his employer. The sales manager job description contains:

general provisions on the position (name, place in the structure, subordination);
regulatory documents that guide the worker in their activities;
requirements for professional and personal qualities;
work schedule ( work time, place of work, working conditions, etc., including the regulations for the work of the unit - the sales department) or a link to a separate regulation;
rights and obligations of a sales manager;
employee's liability for non-fulfilment or improper performance them their duties (disciplinary and);
final provisions (for example, the performance of duties during the absence of a manager, the procedure for appointing and dismissing a position, etc.).

You can download a sample sales manager job description template here:

Final conclusions:

the sales manager corresponds to code 24068 of the all-Russian classifier, other classification criteria are of a theoretical and practical nature, but are not provided for by law;
the professional standard is set by companies independently, taking into account educational standards in this specialty;
the functional responsibilities of a sales employee depend on the characteristics of the company and the position held;

The main purpose of the job description of a sales manager is a detailed definition of the main duties and qualifications of the seller, the procedure for subordinating an employee to management, his rights, responsibilities, as well as the rules for appointment and dismissal from his position. Despite the fact that the job description does not apply to the standard, binding documents enterprise, its presence allows, in the event of any disputes and disagreements, to identify or cancel the fault of both the employee and the employer, which is why its compilation should be taken as seriously and thoughtfully as possible.

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Rules for compiling a job description

There is no legislatively fixed concept of "job description", therefore, there is no unified, strictly established sample. Organizations can develop a document template at their discretion, as well as change it depending on the working conditions of the employee and other parameters.

It should be noted that in different companies the job responsibilities of sales managers may differ slightly, but the basic provisions should always be similar.

The wording in the job description must be written in detail and clearly, without the possibility of double interpretation. If the document is drawn up for employees of one department, then in order to avoid duplication of the same functions, if necessary, the document should be adjusted.

The main rule is that the job description must always be approved by the head of the unit and the director of the enterprise, and also signed by the employee himself.

The signature of the sales manager will indicate that he agrees with the terms assigned to him job responsibilities granted by the rights and understands its responsibility. The standard job description consists of four sections:

"General Provisions",
"Responsibilities"
"Rights",
"Responsibility",

Completing the Sales Manager Job Description

First, at the top of the document in the middle, its name is written indicating the position for which it is being drawn up.
Further on the right, you must leave a few lines for approval of the job description by the head of the organization. Here you need to enter his position, company name, last name, first name, patronymic, and also leave a line for signature, with a transcript.

Main part of instructions

In the first section titled "General Provisions" you should indicate which category of employees the sales manager belongs to (worker, specialist, manager, technical staff, etc.), to whom he is specifically subordinate (without naming), the qualifications that he must correspond to (specialization, education, additional courses) required experience and experience.

Next, the person who will replace him during his absence from the workplace is entered (also without specifying specific names), as well as the basis for appointing or dismissing the employee from office (for example, an order or order of the director of the enterprise).

Below you need to list all the documents and rules with which the sales manager, due to the specifics of the work, must be familiarized:

fundamentals of labor law,
rules for concluding transactions and contracts,
documentation procedure,
labor protection rules and internal regulations etc.

Also here you need to identify specific documents and regulations on which should be based this category experts in their work.

Second section "Responsibilities" relates directly to the functions that are assigned to the sales manager. Depending on the enterprise and its type of activity, they may be different, but they should always be described as fully and in detail as possible, starting from market research and ending with reporting and employee participation in internal events.

In chapter "Rights" it is necessary to describe in detail the rights of the sales manager, that is, the powers that are granted to him for the most efficient performance of his work. Here it is necessary to prescribe the possibility of increasing the professional level, interaction with the management of the enterprise and employees of other departments, as well as the initiatives expected from the employee.

Fourth section "Responsibility" determines those violations that may be punished by the management of the enterprise. It is desirable to indicate them in detail. If necessary, this part of the document can include specific sanctions and penalties that will follow for certain violations.

Finally, the job description is necessary agree with the responsible officer. Here you need to enter his position, name of the organization, last name, first name, patronymic, and also put a signature with a transcript.

Below you should indicate the details of the sales manager: his last name, first name, patronymic (in full), name of the organization, passport details (series, number, where, when and by whom issued), signature and date of familiarization with the document. In conclusion, the job description should be submitted for resolution to the head of the organization.

The job description specifies the scope of duties and work that a person holding a certain position must perform. Job description in accordance with All-Russian classifier management documentation, or OKUD, OK 011-93 (approved by the Decree of the State Standard of December 30, 1993 No. 299) is classified as documentation on the organizational and regulatory regulation of the organization's activities. The group of such documents, along with the job description, includes, in particular, the internal labor regulations, the regulation on structural unit, staffing.

Is a job description required?

The Labor Code of the Russian Federation does not oblige employers to draw up job descriptions. Indeed, in an employment contract with an employee, his labor function should always be disclosed (work according to the position in accordance with staffing, profession, specialty, indicating qualifications or a specific type of work entrusted to him) (Article 57 of the Labor Code of the Russian Federation). Therefore, it is impossible to hold the employer liable for the lack of job descriptions.

At the same time, it is the job description that is usually the document in which the employee's labor function is specified. The instruction contains a list official duties employee, taking into account the peculiarities of the organization of production, labor and management, the rights of the employee and his responsibility (Letter of Rostrud dated November 30, 2009 No. 3520-6-1). Moreover, the job description usually not only discloses the employee's labor function, but also provides qualification requirements, which are presented for the position held or the work performed (Letter of Rostrud dated November 24, 2008 No. 6234-TZ).

The presence of job descriptions simplifies the process of interaction between the employee and the employer on content issues labor function, the rights and obligations of the employee and the requirements imposed on him. That is, all those issues that often arise in relationships with both existing employees and newly hired employees, as well as with applicants for a certain position.

Rostrud believes that the job description is necessary in the interests of both the employer and the employee. After all, the presence of a job description will help (Letter of Rostrud dated 08/09/2007 No. 3042-6-0):

objectively assess the performance of the employee during the period probationary period;
justifiably refuse to hire (after all, the instructions may contain additional requirements related to business qualities employee);
distribute labor functions among employees;
temporarily transfer an employee to another job;
evaluate the conscientiousness and completeness of the employee's performance of the labor function.

That is why the preparation of job descriptions in the organization is appropriate.

This instruction may be an appendix to employment contract or be approved as a standalone document.

How a job description is compiled

The job description is usually drawn up on the basis of qualification characteristics, which are contained in qualification directories (for example, in the Qualification directory of positions of managers, specialists and other employees, approved by the Decree of the Ministry of Labor of August 21, 1998 No. 37).

For employees who are hired according to the professions of workers, to determine their labor function, unified tariff-qualification reference books of work and professions of workers in the relevant industries are used. Instructions developed on the basis of such reference books are usually called production instructions. However, in order to unify and simplify internal documentation in an organization, instructions for working professions are often also referred to as job descriptions.

Since the job description is an internal organizational and administrative document, the employer is obliged to familiarize the employee with it against signature when hiring him (before signing the employment contract) (

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