Customer Service Manager: who is he and what does he do? Corporate clients Cellular customer service manager. Responsibilities

1. GENERAL PROVISIONS

1.1. The Client Search Manager of the Wholesale Sales Department (hereinafter referred to as the Manager) belongs to the category of performers.

1.2. The manager is appointed to the position and dismissed by order of the Director.

1.3. The manager reports to the Head of the Wholesale Sales Department.

1.4. The manager must have a higher or secondary specialized education and at least 1 year of experience in sales.

1.5. The manager carries out his activities in accordance with the plans of the Wholesale Sales Department, exhibition plans and personal work plan for the month.

1.6. In the event of a temporary absence of a manager (vacation, illness, etc.), his duties are performed by another manager appointed in accordance with the established procedure, in accordance with the order of the Director, who acquires the corresponding rights and is responsible for the improper performance of his duties.

1.7. The manager must know:

The structure and main activities of the Akvilon Trading House;

Internal labor regulations;

Procedure for work planning and reporting;

The procedure for developing and concluding commercial proposals, agreements, contracts;

Assortment, classification, characteristics and purpose of the goods (products) offered;

Current prices on the market for the services offered;

Issues of work culture and work ethics,

Issues of official ethics when conducting negotiations with clients, rules for establishing business contacts;

The theory of interpersonal communication, fundamentals of sociology and psychology;

Market economy, entrepreneurship and the basics of doing business;

Fundamentals of marketing (the concept of marketing, the fundamentals of marketing management, methods and directions of market research);

Legislation regulating issues of business activities.

Methods of information processing using modern technical means of communication and communications, computers;

Labor protection, safety and fire protection rules.

1.8. The manager undergoes certification once every 6 months regarding changes in position, salary, working conditions, etc.

2. MAIN TASKS AND FUNCTIONS

The Manager is assigned the following tasks and functions:

2.1. Create a customer data bank (customer database), make changes to it in a timely manner:

2.2. Analyze the audience of potential clients, identify client needs, their level and focus

2.3. If the required product is not available in the company’s warehouse, take all measures to ensure that the client has no reason to turn to the company’s competitors:

2.4. Carry out instructions and tasks of the Head of the Wholesale Sales Department, Deputy Director for Commercial Affairs, Director for the Department's Business Profile.

3. JOB RESPONSIBILITIES

The manager must:

3.1. Create a customer data bank (customer database), make changes to it in a timely manner:

Prepare and analyze a client card;

Maintain a customer database:

Make changes to it daily.

Conduct reconciliation with the client at least once a month.

Make at least 30 calls per day to the company's main and potential clients.

Know the contractual terms of work with the client and reflect them in the client database. When working with clients, take into account these conditions, the type of prices and the status of receivables.

Take measures to repay accounts receivable within the established time frame.

Issue new customer and product cards and inform the relevant company services about this.

Analyze the results of telephone calls;

Determine the list of clients with whom it is necessary to negotiate in the near future;

Negotiate with company leaders about cooperation;

During the day, it is necessary to send out at least 50 commercial proposals to the company by email;

You need to make an offer over the phone to at least 20 companies per day.

By the 3rd day of each month, prepare a report on the completion of your work in accordance with the established form.

3.2. Analyze the audience of potential clients, identify client needs, their level and focus.

Develop methods for finding clients, plan work with potential clients.

Predict the business reliability of potential clients and their financial security.

Organize and conduct preliminary negotiations with clients interested in proposals, clarify the needs of each specific client and prepare an offer addressed to a specific client.

Meet with clients, convince clients of the profitability of the offer, offer draft contracts for discussion and approval, take part in work to reconcile disagreements, conclude contracts on behalf of the enterprise.

Maintain constant contact with existing clients, organize work with them according to established business schemes.

Congratulate clients on their birthdays and professional holidays.

Develop relationship schemes with the most profitable and promising clients (offers of special contract conditions, discount systems and individual service, accelerated deadlines and special conditions for the fulfillment of contractual obligations, etc.)

Provide opportunities for clients to attend exhibitions, fairs, and presentations of new products (goods, services).

Ensure that the interests of clients are observed when the terms of contracts are fulfilled by the divisions of the enterprise.

Establish feedback with clients (study their requirements for products (goods, services), establish the reasons for client dissatisfaction with teamwork, analyze client complaints and take all measures to resolve them and maintain business ties).

Conclude at least 4 (Four) contracts with new clients per month.

3.3. If the required product is not available in the company’s warehouse, take all measures to ensure that the client has no reason to turn to the company’s competitors:

Inform the buyer when the required product will be available;

Suggest an analogue;

If necessary, make a request for the required product to the logistics manager.

Involve specialists from the company's production department for consultation and resolution of production issues.

Make a timely request for the supply of products to the logistics manager.

When filling out an application, clarify all the details with buyers, if necessary, contacting a specialist from the client’s company who submitted the application or who is authorized to make decisions on deliveries.

3.4. Carry out instructions and tasks of the Head of the Wholesale Sales Department, Deputy Director for Commercial Affairs, Director for the Department's Business Profile.

4. RIGHTS

The Client Search Manager has the right to:

3.1. Independently determine forms of work with clients and ways of establishing business connections.

3.2. Make decisions within your competence.

3.3. Sign and endorse documents within your competence.

3.4. Get acquainted with the documents defining his rights and responsibilities for his position, criteria for assessing the quality of performance of official duties.

3.5. Request from the management and specialists of the enterprise departments information and documents necessary to fulfill his official duties.

3.6. Require the management of the enterprise to provide organizational and technical conditions and prepare the established documents necessary for the performance of official duties.

5. RESPONSIBILITY

The Account Manager is responsible for:

5.1. Disclosure of confidential information contained in employees’ personal files and other restricted information.

5.2. Failure to perform and improper performance of official duties provided for by this job description and the labor legislation of the Russian Federation.

5.3. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.

5.4. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.

5.5. Timely provision of information and reports on activities, completeness and reliability of this information.

5.6. Disclosure of information (trade secrets):

About customer companies;

About the company's market strategy;

About the goals, objectives and tactics of negotiations with business partners;

On the terms of commercial contracts, payments and services;

5.7. The criteria for evaluating the activities of the Client Search Manager are:

Execution of a personal prospecting plan

Increase in trade turnover

Timely execution of a client card

In order for a company to survive and develop safely in tough market conditions, it needs a sufficient number of customers.

Of course, it is very good when there are many regular retail customers, but the main profit for the company comes from corporate clients.

Definition of the concept

Corporate clients are usually called legal entities, organizations or enterprises that purchase goods or services from a company on a large scale, in several copies.

For most commercial companies, they constitute the main component of the business.

The explanatory dictionary of the Russian language interprets the word “corporate” as “narrow group, limited to a narrow circle.” Consequently, we are talking about a dedicated group of partners, which cannot be numerous and requires special approaches to interact with it.

The main task of any company is to attract and subsequently retain a corporate client, striving to make him permanent. For this purpose, specially developed programs, techniques, and methods of working with them are used. Enterprises have special employees who specialize in various methods of attracting profitable partners.

As a rule, the issue of attracting corporate clients is relevant for a new, newly opened enterprise that is known to few people.

Exists several proven search methods corporate clients:

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Ways to attract and retain

Once the database of potential corporate clients of the company has been compiled, continuous work with it begins to promote the company’s products and services on the market. The manager and his assistants develops a unique strategy to attract and retain corporate clients. It can be expressed in a special program, methodology, set of techniques, etc. It should be noted that attracting large clients is not an easy task, and each company makes a lot of efforts to interest profitable partners to the maximum extent and prevent them from leaving for competitors.

In order to successfully attract corporate clients to cooperation, you should initially proceed from important criteria for working with them: the degree of interest in the product/service and the availability of financial capabilities of the company or entrepreneur. Depending on these conditions, original ways to attract and retain corporate clients should be developed.

Let's look at some of them:

If the retail buyer has only a personal interest in the transaction, then legal entities have to take into account: the interests of the organization related to making a profit, the interests of the people conducting the negotiations, as well as the interests of competing organizations. From this it becomes clear that many factors influence the conclusion of an agreement with a corporate client. The exception is situations when a corporate client is represented by one person - an individual entrepreneur.

As a rule, the key criteria for choosing a particular supplier of goods or services are: a guarantee of high quality products and services, the company’s business reputation in the market, and the competence of employees who interact directly with corporate clients. In addition, knowledge of the rules of business etiquette, politeness, openness and goodwill in communication are necessary. An important condition will be the observance of punctuality in solving problems, prompt fulfillment of undertaken obligations, since a serious client values his time and the desire to resolve any difficult situation in the shortest possible time.

Organizing the work of the corporate department for working with corporate clients

For effective organization of work With corporate clients, just searching and attracting them is not enough; it is also important to competently organize work with large partners. For these purposes, every reputable enterprise has a special structure called the “corporate department for working with corporate clients.” Managers working with corporate clients work there - professionals in their field.

It should be noted that the methods of working with individuals and corporate clients are certainly different. Unlike retail buyers, corporate clients are offered all sorts of loyal conditions for the sale of goods and services, as well as subsequent after-sales service.

Main tasks corporate department are:

searching for and attracting large companies to cooperation;
comprehensive work with corporate clients, ensuring large supplies of products;
retaining regular customers and prolonging commercial relations with them;
high financial return for the enterprise for each concluded contract.

It is known that all corporate partners are legal entities, but not all legal entities can make large purchases. The corporate department is only interested in clients who provide high sales volumes for the company, so the requirement of high selectivity when searching for a partner is most relevant here.

Traditionally, a difficult question is: at what sales volume can a corporate client be considered profitable for the company? Here there is a dependence not only on volume, but also on a number of other factors: the client’s solvency, his geographical distance, the internal policy of his company, etc.

In general, all clients of the corporate department are divided into the following groups:

Features in the banking sector

Any bank is interested in working effectively with corporate clients, since servicing them involves receiving good dividends. Large clients have the opportunity to obtain personal lines of credit and insurance, apply, maintain accounts, can count on bank guarantees and take part in salary projects.

To become corporate client of the bank, a legal entity enters into an agreement with a bank and receives a package of banking products and services on personal terms. Typically, newly opened banks offer the lowest rates and attractive loan products, but clients often doubt their reliability and prefer financial business sharks.

Among the bank's operating methods with corporate clients, the following should be highlighted: a large selection of services and their affordable prices, fast execution of transactions and their full support, assistance in preparing documentation, professional advice in the field of finance.

The nuances of working in the hotel industry

Currently, the business tourism market is actively developing, so hotels are focused on cooperation with corporate clients interested in holding high-level meetings, negotiations, conferences, banquets, etc. According to experts, it is corporate clients that provide hotels with up to 50% of total income.

Working with such clients is certainly different from interacting with private visitors. The corporate department of a hotel is required to competently maintain databases, analyze customer needs, individual approach to each of them, and establish long-term partnerships with legal entities.

When working with corporate clients in hotel business What is important is a flexible pricing policy, offering each client a package of various services focused on his individual needs, and strict adherence to the terms of agreements. When conducting business events, all personnel are required to work competently and in a coordinated manner and to comply with the required quality standards.

Interaction with corporate clients and establishing effective cooperation with them requires maximum concentration and responsibility from the entire staff of the company. It should be understood that business contacts with corporate clients are not ordinary one-time transactions, but an opportunity to organize long-term and cost-effective cooperation. Therefore, specialists must use their professionalism, business skills and original techniques to find, attract and retain corporate business partners.

An example of mutually beneficial cooperation between Megafon and its corporate clients is presented in the following video:

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.

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.

Read also: Job responsibilities of a watchman

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.

If you are considering other options (besides employment as a corporate account manager), then do not limit yourself to this selection of advertisements; we have many other positions for different positions. There you can also use the search for offers from direct employers and agencies.