Requirements for a customer service manager. Job description of a key account manager, job responsibilities of a key account manager, sample job description of a key account manager. On

23.10.2019

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The position of account manager is present in various companies involved in various types activities. This could be a trade area, and then the manager will look for new clients and establish cooperation with them. There are also managers in the advertising field, where each client needs its own approach.

You will learn:

What role does a customer service manager play in a company?
What are the main functions of a customer service manager?
What skills should a customer service manager have?

What role does a customer service manager play in a company?

The specialty of a manager working with clients is present in companies engaged in various types of activities. If the company is from the trade sector, then such a specialist is looking for new clients for it. Organizations in the advertising industry often have clients who require a special approach. They always want complete confidence that their requests will be fulfilled. IN in this case The manager's job is to give the client a sense of confidence in a positive outcome when working with his company.

Depending on what the company does, the job title of such a specialist will sound differently. If, again, the company is engaged in trade, then the position may be called “sales and customer service manager.” At other enterprises - “manager/customer service specialist”, “specialist/service manager”. But it doesn’t matter how the employee is officially registered when hired. The essence of the responsibilities under any name is the same: to make the client feel that a relationship of equal partners has been built between him and the company. Under this condition, the client will cooperate with the company for a long time, and the organization, in turn, will increase income.

Initially, the manager helps the client become interested in the services offered by the company. When interest appears, work continues on its development and retention: achieved results are discussed, further prospects for cooperation are assessed. A successful manager is one who seeks a personal approach to each customer and establishes relationships with them built on trust.

A customer service specialist often holds a leadership position in his company. One of its main functions is to search for new customers and collaborate with them. It is important to find your own approach to each client. After all, if the manager is able to show all the advantages of working with the company, then the buyer will continue to do business with it constantly. The results of cooperation are always discussed together with the manager. He also assesses future prospects for cooperation. An effective manager will soon develop his own personal client base.

A customer service manager has the following qualities: politeness, patience, his own approach to each customer, high degree communications. Moreover, the latter quality should be constantly developed. This level of professionalism helps to establish reliable, trusting relationships with clients. One manager usually has enough contact big amount customers. It also happens that a certain manager deals with all the most important partners. He is also called a “key account manager.”

This specialist is also directly connected with marketing strategy conducted by his company. This means that he must not only take part in marketing activities and know his product well, but also collect information about competitors and their services or products. Plus, he must be able to analyze the collected information and draw conclusions based on the analysis.

KPIs for account managers

Give up the usual assessment of staff performance, so that managers fulfill KPIs not out of fear of receiving a fine, but out of a desire to make a profit. Editorial staff of the magazine " Commercial Director" told me how to achieve this.

Main functions of a customer service manager

The functions performed by an account manager depend on the type of activity of the company. Here are the most basic ones.

Working with existing and new clients

The specialist works with an already created customer base, and also expands it and looks for new customers. Communicates both by phone and in person. He provides complete information about the company’s products or services, their cost, terms of cooperation, conducts, and even organizes its shipment if necessary. In addition, the account manager corporate clients invites them to various events held by the company, for this purpose he sends out invitations and makes preliminary calls.

Knowledge of the product range

The specialist must know the products his company sells. For regular customers, he offers various discounts and benefits, and organizes exhibitions. He always has demo samples available. The manager develops a strategy for attracting new customers. In addition, he works on reports on invoices issued, payments made, on projects he is working on or has finished working on, and on past promotions.

Conducting market analysis

A customer service specialist constantly analyzes the market for his company’s services or products, determines the profile of a potential customer, his income and needs. Having this kind of information, the manager is able to offer the client more interesting transaction terms.

Studying competitors

In addition to studying clients, the manager should also collect information about competitors. If a conflict arises during the transaction, the specialist looks for different ways its settlement, up to the involvement of a lawyer in the case. However, he must always remain polite and calm, loyal to the customer, because the manager for the client is the main representative of the company. However, even a person who has been cooperating with you for a long time will change you for competitors if he is dissatisfied with incorrect communication.

Communication support

The manager always provides clients with the most complete information, conducts consultations over the phone, and tries to outline the benefits of long-term collaboration. If the customer agrees, the specialist meets with him personally to formalize the contract. If the client is the first to call and is interested in the company’s services, the manager needs to attract his attention and invite him to the office for a meeting.

Expert opinion

What are the differences between a customer service manager and a sales manager?

Dmitry Gordov,

Executive Director of Integra

Renaming the position “sales manager” to the position “customer service manager” was a significant step for us. As it turns out, it's not easy technical nuance In the title. This is a change from the principle “the main thing is to sell - that’s all” to a completely different approach, when a specialist communicates with the customer at the entire stage of the transaction - from making a purchase to discussing issues that arise after the sale. This type of support is logical for a company with full cycle services - from construction to support after completion of construction.

A bonus from establishing a long-term and trusting relationship with the customer is the client’s perception of the company as a reliable partner suitable for long-term cooperation. Firstly, it brings benefits to the company. Secondly, the client feels protected because he knows that if additional questions or any problem arises, he can always contact the manager and receive all the necessary information. These reasons completely determine the need to have a competent account manager in the company.

What skills should a customer service manager have?

Applicants for the post of manager/customer service specialist may be asked to provide documents confirming receipt of secondary, higher or any special education.

Depending on the field of activity, the company may require an employee with a legal education, a psychologist or an economist. Some companies take care of increasing the level of professionalism of their specialists, sending them to various seminars or courses. Today, a popular service has become the offer to conduct a coaching session or training in the company’s office.

In any case, the manager is required to have standard knowledge of the basics of the following subjects:

management and marketing;
administration;
knowledge of the basics of legislation;
interpersonal psychology;
methods of communication, modern communications;
full awareness of the goods or services offered and the activities of your company;
schedule, requirements for employees and work carried out in the company;
preparing and conducting presentations;
preparation of contracts, various documents, business plans.

A customer service specialist is sociable, educated, knows how to construct an interesting and competent conversation, listens carefully to the client, has the ability to convince in his words, and is always correct and tactful. Key qualities customer service managers look like this:

information analysis skill;
the ability to make instant decisions even in difficult situations;
ability to communicate correctly on the phone;
politeness, tact, resistance to stress;
dedication to work;
ability to work in a group and follow company rules;
learning ability and career ambition.

In addition, the manager is outwardly attractive, charming, neat, wears clothes business style, first of all, respects the interests of the company.

What responsibilities should a customer service manager perform?

A customer service manager has job responsibilities, the list of which is as follows:

Communication with the client by telephone, other means of communication or in person.
Fulfillment of sales plan, development of customer base.
Planning and implementation of actions in order to establish long-term cooperation with the client.
Consulting customers about the company's services, delivery times and payments.
Identifying the client’s goals, forming an order based on needs and wishes.
Focusing the customer on the maximum volume of goods or services.
Consultation on ongoing promotions, discounts, etc.
Informing the client about the amount of discounts provided.
Assessment and verification of the client's solvency.
Personal order processing with further partial transfer to other departments if necessary.
Work with a full package of documents, with the initial execution of the contract or extension/re-registration.
Working with an up-to-date customer base, constantly updating it with information about orders, payments, etc.
Interaction with debtors to repay debts.
Searching for new clients, analyzing their activities and possible prospects for cooperation.
Display of goods on the sales floor in the prescribed manner.
Activities to create documentation on the range and sale of products.
Work with incoming complaints, analyze the reasons.
Analysis of the selected market for product sales, preparation of proposals for improving sales, changing the assortment.
Preparation complete information according to current competitors.
Carrying out promotions, events to increase sales, preparing loyalty programs.

What rights and responsibilities does the position of account manager entail?

Rights customer service manager:

Take initiative within opportunities and responsibilities.
Improve your qualifications, attend trainings, seminars, etc.
Suggest possible options improving the company's performance.
Know the position and decisions made management regarding their department.
If there is a threat to life or health, refuse to perform official activities.
Communicate with other departments of the company on work issues.
Sign documents within the scope of authority.
When identifying shortcomings in the company's activities, inform management about them and offer options for eliminating them.
Require creation optimal conditions for official activities, for storing documents or material property.

Account Manager responsible behind:

Providing complete information to customers about the product, delivery, etc.
Implementation of plans for promotion and sales of products.
Poor communication with clients.
Correct preparation of the client base, documents, reports.
Compliance with the standards of official documents.
Unauthorized use of personal information.
Execution of the sales plan.
Independently made decisions and their consequences.
Failure to comply with discipline standards, work regime, fire regulations and safety rules.
Damage caused to the company, employees, customers or the state.
Compliance with the rules of official etiquette and business communications.
Failure to fulfill duties in full.

Some misconduct committed while on duty may subject a manager to disciplinary, criminal, or civil penalties. The punishment depends on the seriousness of the offense and the amount of damage caused. Cooperation with the most important customers sometimes requires the manager to take certain actions, which can lead to some damage due to negligence.

A specialist can be punished for the following offenses:

violation of civil or criminal law during the performance of official duties;
non-fulfillment and improper implementation of the duties provided for in the documents.

What liability the specialist will bear and to what extent depends on the degree and size of the harm caused, as well as on whether his actions were intentional or not. That is, a specialist in working with both legal and individuals within the scope of his competence must comply with certain rules. If they are violated, he may be held legally accountable.

Job Description for Customer Service Manager

1. Instructions for an employee working with clients should be prepared according to a certain form, established for official documents. The structure looks like this:

2. Blocks about approval and agreement are placed on the upper right corner of the first sheet. They include the signature of the director and the date of signing. Also, upon approval, they enter data and receive signatures from all employees who took part in the preparation of the document.

The general part of the instructions contains the following sections:

basic requirements for an employee;
company documents, which the employee must study;
organization of hiring, replacement, dismissal;
position in the enterprise, definition of the head of the manager.

3. The key part is job rights and responsibilities. The more detailed all the information is presented, the easier it will be for the employee to carry out his activities. If the list key functions large, then two parts are usually created: one reveals the rights of the employee, and the other reveals the responsibilities.

4. The last point is the establishment of responsibility for failure to comply with official duties. The punishment must comply with labor law standards.

After reading the instructions, the employee must sign and date it.

Account manager salary: 4 levels

The income of such an employee depends on what level he is at:

First level

Since working as a manager requires activity, sociability, and computer knowledge, vacancies mainly go to young people. Some of them start their first job in this place. Jobs exist for people with different education: higher, secondary special. Students are also hired. For newcomers, the income is small at first, but if the employee is ready to work and invest effort, he will quickly begin to build a career and increase his income level.

A customer service manager without experience has an average income depending on the city of residence:

Moscow – 25-30 thousand rubles.
Ekaterinburg – 15-20 thousand rubles.
Nizhny Novgorod – 12-15 thousand rubles.
St. Petersburg – 20-23 thousand rubles.

Second level

An employee has the right to apply for a higher salary if he has work experience of one year or more. However, he must have the following skills: work in the 1C program, the ability to competently advise the customer, knowledge of the correct management telephone conversation, conflict resolution.

The average income of such an employee:

Ekaterinburg – up to 25 thousand rubles.
Moscow – up to 40 thousand rubles.
Nizhny Novgorod – up to 20 thousand rubles.
St. Petersburg – up to 30 thousand rubles.

Third level

When a customer service specialist continues to develop in his field, he can already be equated to a sales specialist. This employee has two years or more of experience, he knows how to find and establish contact with new clients, and successfully negotiates. When applying for a new job, such an employee can offer his established base of customers, and this will be his advantage.

The income of a third level manager is as follows:

Ekaterinburg – up to 38 thousand rubles.
Moscow – up to 60 thousand rubles.
Nizhny Novgorod – up to 28 thousand rubles.
St. Petersburg – up to 47 thousand rubles.

Fourth level

A fourth-level specialist can be called a “lead account manager.” He has the highest income. Such an employee’s clients are in senior positions and have a privileged position. This employee must have at least three years of experience, must have a higher education, preferably good knowledge in English, especially if the company has clients abroad.

Income of a fourth level specialist:

Nizhny Novgorod – 55 thousand rubles.
St. Petersburg – 95 thousand rubles.
Ekaterinburg – 75 thousand rubles.
Moscow – 120 thousand rubles.

Communication with subordinates: how to establish business contacts

How to find the right employee for the position of account manager

The standard way to search for an employee for a given position is to review the submitted resumes, select the candidates you like and interview them. However, this method very low efficiency.

In this case, it does not matter who exactly is doing the search - the company itself, an HR specialist, an agency. Just this method does not work in conditions of increased demand for employees.

For example, if a person applying for a given vacancy was invited to several different companies for an interview, then he will choose among them based on the principle of who will offer a higher salary and where it will be more convenient for him to work. And if you don’t approach the search for an employee with all responsibility, then you shouldn’t count on a good result. The statistics are such that, for example, in Moscow, out of 5 invited people, 1 comes to the meeting, despite the fact that everyone received reminder calls.

It turns out that in order to hold real 5 meetings a day, initially they need to be planned in the amount of 15 to 20. To select the people you want to invite, you will have to look through about a hundred candidates, if there is such a number at all.

As a result, this method of searching for an employee has the following disadvantages:

Large investment of labor and financial costs.
Candidates overestimate themselves.
The choice has to be made not from those who are really suitable, but from those who came for an interview.
It is difficult to make comparisons between the candidates that have emerged.

However, alas, most companies have not yet realized the disadvantages shown, and not just companies, but even HR agencies or specialists in the field of hiring employees.

It doesn't matter what method you use to interview for an account manager position. The most important thing in this case is to ensure interest in the vacancy, and, as a result, the receipt of resumes large quantities. To do this, the vacancy must be promoted.

SuperJob and HeadHunter are the two main human resource resources in Russia where you can advance for a fee. Of course, with such promotion, efficiency also fluctuates and depends on many factors: working conditions, attractiveness of the company, etc. Nevertheless, you cannot skimp on promotion, otherwise, with large labor costs, there will still be minimal results.

To get the maximum response funnel right from the start, there are several interview options:

Streaming. In principle, these are standard individual interviews, but they are scheduled based on the actual data from the arrival of applicants. That is, if out of 5 people only 1 comes, then it is necessary to schedule 5 interviews at the same time. With this approach, the number of candidates for the vacancy is quite large. A choice appears. However, it is worth considering that here you cannot do without the help of another person who will meet visitors, answer calls, explain how to get to the place, etc. This good method saving your own time, compared to waiting for people who agreed to come for an interview, but in the end did not show up. It is suitable if you want to try to find an employee yourself.
Group. A special method has been developed with which such interviews are conducted, since the specialization of many companies is the selection of the desired category of employees. The difference between this method is that it becomes possible to notice and select people with maximum motivation, competence and adequacy from a group of similar candidates. The method works better the more experience and ability the interviewer has to manage a group of people.

Here are some difficulties, that may arise during employee selection.

Firstly, there is a lack of suitable candidates for sales positions. And managers themselves are no exception. Since many companies have a need for such an employee, there is a constant demand for them. Sales employees can come for interviews at different companies and choose from them. Statistics show that there are three vacancies per resume.

At the same time, the same statistics show that 50% of organizations offering work leave much to be desired in terms of their parameters, and 80% of candidates are not so good specialists. But the advantage is still not in favor of companies that need employees.

Secondly, a sales manager is expected to do a lot of work for a small salary. After all, the employer often provides a ready-made customer base and does not consider it necessary to pay a lot of money for, in his opinion, simple work: just to keep the existing turnover at the level.

At the same time, it is believed that an active sales specialist works more, since he is engaged in attracting new customers, constantly traveling and making telephone conversations. And an employee working with existing clients does not waste time on calls and meetings, he does not have a rush job, so there is no reason to pay him a lot. But since free good candidates little, then when selecting a manager, the cost and requests of clients are still taken into account.

Expert opinion

Don't expect quick results from a beginner

Tatyana Modeeva,

General Director of Acsour, St. Petersburg

A newly hired manager will become useful to the company in about six months. We conducted a study, the results of which revealed that an employee is fully involved in work after 6 months, not earlier. Our company conducts a kind of training, but only after the candidate has mastered the theoretical part. The future seller needs to conclude a deal to sell the product. Our clients are experienced employees.

This game-based learning gives a clear idea of how competently the candidate can advise on the company’s products and provide all the necessary information. If it doesn’t work out, then he has one more, and at the same time the last, opportunity. A specialist is allowed to practice only after he has successfully completed this training.

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4 stages of training a customer service manager

After applying for a job, a specialist must be immediately trained. Without this, he will work in his usual way. And when trying to teach him the methods accepted in the company, he may assume that he is simply biased. A customer service specialist goes through 4 stages of training.

Introduction to work, obtaining information about the company

It takes the employee a couple of days to get acquainted with the job. They give him information about the company, about its policies, and introduce him to new colleagues. From the system administrator he receives all the necessary information about computer programs that he has to deal with. Usually this is a package Microsoft Office, 1C program, also a CRM system, which is used at this enterprise. Plus they explain to him which local disks are used for general information how to use this or that technique. From the head of the department, the employee receives information about clients and upcoming tasks assigned for implementation.

Obtaining information about the subject of sale. Formation of a customer base

For a few more days, the new employee is explained everything about the company’s products or services. And he immediately begins to fulfill his duties by forming a client base. Otherwise it may happen again sad experience one telecommunications company that gave employees ten days of training. And only after this period had passed did they start working and start making cold calls. And at this stage, many had to leave because they could not cope. Some were afraid, others did not know the rules of telephone conversations. That is, the company's funds were wasted.

As a result, the company had to change its work pattern. Now only two days were allotted for training, during which trainees received information about products, the sales system, and learned cold calling techniques. After this period, they began to look for clients. Those who didn't succeed left. Those who remained continued to be trained. If your company is still working according to the first scheme, then the head of the sales department should modernize it.

Sales training

If the manager successfully completed the first test, then the next stage of training must begin.

The first step will be the appointment of a teacher-supervisor. It’s great if the company has its own trainer. In his absence, this role is usually given to the most experienced employee from the sales department. This is more economical than having a special trainer on staff, but there is not always a guarantee of results. When looking for a candidate for the role of teacher among experienced employees, it is worth choosing someone who works honestly and openly. Otherwise, a newcomer, along with sales skills, may also learn techniques that will negatively affect the company.

The most the best option in the role of teacher there will be an employee who always strives to help colleagues. Such a person has already developed certain teaching techniques. It can also be stimulated, for example, financially. He will receive an increased bonus if the student achieves positive results within the established time period. The results of the work should be recorded: how many calls were made, how many applications were received, etc. If the head of the sales department does not see a suitable candidate for training a newcomer, then he does it himself. In this case, he will have to explain and show the following points:

what a commercial proposal should look like;
how to arrange everything correctly Required documents: agreement, application, report, etc.;
the process of entering customer data and correctly filling out the CRM system;
how to properly search for information about potential clients and maintain a database (in the event that the manager will also search for customers);
the process of interaction with company departments in cases where it is necessary to sign documents (invoices or contracts), organize the shipment of goods or ask to reserve them;
how to divide clients into segments;
how to work with a price list, correctly calculate a discount when preparing an offer to a client, taking into account the volume of goods he orders and the deferred payment.

The second step will be familiarization with the product. If the company has not one, but several products, the new manager is initially given those that provide greater profits for study.

To understand the degree of information assimilation, the manager takes a survey in written or oral form. It is conducted either by a trainer or a personnel specialist. Additional control may be carried out by the General Director. To do this, he is provided with a written form with answers to the following questions:

List the characteristics specified product, its differences from competitors' products.
How is the product packaged?
What are your suggestions if the customer does not have the product he needs in stock, but he urgently needs this product or a similar one?
If the customer uses such and such, list the equipment options that can be offered to him.
State the conditions for using the specified product. How can the client get acquainted with this information?
How soon will the product from the warehouse be delivered to the customer?
How soon will the product be delivered to the customer if it is out of stock?

In his answers, the tested employee must reveal his understanding of the company’s product range, the nuances of demand and delivery. Answers are usually checked within 3 to 4 weeks.

Getting into a normal work rhythm

After the stages of studying the product range and training calls, the manager can start working, but still under the guidance of an experienced employee. In this case, the supervisor may be a colleague from the sales department with extensive experience and better performance, or the head of the department. He helps analyze and sort out situations with customers.

The manager’s performance will be an indicator of his readiness to start working independently at full capacity.

7 criteria for assessing how effectively a customer service manager works

Criterion 1. Attending events, conferences, various exhibitions

An employee in such a position is required to constantly ensure an influx of new clients, find and maintain contacts potential customers. To do this, it is worth visiting various exhibitions, events, and conferences. If the company welcomes this method of searching for clients, then the employee should make it his duty.

Criterion 2. Competent organization of alternating meetings and calls

Telephone conversations are the main way of interaction with the customer. Meetings with prospective buyers and cold phone calls It’s better to distribute it among different employees. But this is not always possible. It happens that a company has a small staff and only a few managers. In this situation, it is worth creating a schedule for alternating calls with meetings. For example, one day to make calls and expand your base, the second day to hold meetings.

A qualified and experienced employee will not expect that perhaps the client will ever recommend him to someone else. He himself asks for the contacts of those who, in the client’s opinion, could benefit from his services.

Criterion 4. Number of meetings per week (day)

Active telephone conversations and correspondence with the customer should ultimately culminate in a meeting for him to make a purchase. A qualified manager should fully feel the line when it is already possible to make an appointment. The number of meetings held per week depends on the company’s field of activity. For example, an excellent indicator is 20 meetings per day if the company sells products for Everyday life. And 1-2 per day – if the company’s services are from the b2b sector.

Criterion 5. Ability to find contact with the person responsible for making decisions

When a customer service specialist has already held a certain number of meetings with a client, but the contract has still not been signed, most likely this indicates that he was unable to reach the desired goal. executive. However, we should not forget about the ratio of orders to requests in specific areas of activity. For example, a company with consulting services normal statistics would be the conclusion of one contract from 10 potential customers.

Criterion 6. Plan overfulfilment

The manager should always strive to exceed the plan, bring in more clients and, therefore, increase the company's income, without looking back at the established plan or supervisory control. If a manager tries to conclude some contracts in the next month so that the profit will arrive at the same time, and for this purpose delays placing an order, then such an employee may well stop bringing benefits to the company.

Criterion 7. Ability to create a funnel of opportunities

Really, professional specialist doesn't remember his failures. Because he realizes: failure today does not mean that the same thing will happen tomorrow. He does not give up, but simply continues to do his job and look for new clients. He knows how to create a funnel of opportunities from an influx of potential customers, and understands that this will ultimately yield results - out of 10 clients, at least 1 will conclude an agreement.

Information about the experts

Tatyana Modeeva, General Director of Acsour, St. Petersburg. Acsour's scope of activity is accounting, HR and payroll services wages, consulting on tax and labor legislation. Form of organization – LLC. Territory: head office in St. Petersburg; branches in Moscow, Arkhangelsk, Veliky Novgorod, Kaliningrad, Murmansk, Petrozavodsk, Pskov, Smolensk. Number of personnel – 165 people. Annual turnover – 3 million US dollars (in 2010). Main clients are GNLD, TataSteel, Tele2, Woodward. Experience general director in position: since 2006

Dmitry Gordov, executive director of Integra. Dmitry Gordov graduated from the Moscow Energy Institute. Completed the MBA program at Warwick Business School. From 1997 to 2010, he worked at the Moscow office of IBM in various positions - from specialist training center to deputy director of the department software. In 2010 he took up the position executive director to the development group "Integra". Dealing with corporate governance and development issues.

« Integra" is a development group formed by the merger of several diversified companies to implement projects in the field of development of suburban real estate (currently in Moscow and Tula regions). Official website - www.integraestate.ru

Working with clients involves a range of actions aimed at forming a positive impression on the client of the company and its services or products. Working with clients leads to ultimate goal– attracting profit to the company. That is why it is important to timely regulate the duties and responsibilities 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 this article will help you do it 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.

Manager's duties and rights

The functionality of a customer service manager is quite broad and depends on professional orientation the company he works for organizational structure enterprise and other factors. In general, the responsibilities and rights of a client manager can be formulated as follows:

The account manager searches for clients through various channels. Analyzes the market for the services provided by the company, identifies the target audience of the company and each specific product or services. Monitors competitors.
Specialist attracts potential clients to your company, generates interest in it. This is done through calls, meetings, advertising campaigns, presentations and other actions leading to the final goal.
Processes incoming traffic interest in 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. For 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... 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

What is the job description of a customer service manager and why is such a document needed?

A job description is a set of duties and powers of an employee in a detailed description. It describes point by point each action of a manager that he must perform, the rights that he can use and the responsibility for violating these points.

The obligation to fulfill the job description is prescribed in the employment contract.

The job description of a customer service manager describes all the employee steps necessary to work with a client. It includes points about finding a client, about documentary work, about the entire cycle of transaction support.

What types of clients are there and how to establish contact with them?

The rights of an employee specific to this position boil down to training opportunities, methods and opportunities for obtaining information, and communications with company departments.

Work instructions are necessary for the manager to understand his functionality, powers and responsibilities.. The instructions reflect step by step the entire operating principle of the manager.

Responsibilities are a work algorithm for a manager to achieve the required result. Over time, an employee’s list of obligations may increase, and then changes and additions are made to the job description.

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Instructions are also needed to clearly determine whether the manager has performed or not performed his functions.

Based on the job description, the manager’s supervisor sees the employee’s suitability for the position held.

Who draws up the job description and when?

Job descriptions are drawn up for both occupied and vacant staff units. It is compiled not for each employee, but for the position as a whole.

The development of a job description for a customer service manager, depending on the structure of the organization, may be carried out by: HR department of the enterprise, legal department, head of customer service department. Subtleties of the profession required business qualities, the responsibilities and necessary rights are known and understood to a greater extent by the head of this department.

Because of this, instructions drawn up by other departments must necessarily be consistent with it.

The job description must be approved by the head of the enterprise or the director of the organization, based on the goals of his employees, the principles and capabilities of the company.

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Main sections and requirements for the design of instructions

The job description looks standard and includes five general sections:

General provisions. The first paragraph indicates all general issues related to the position: the purpose of this document, the procedure for appointment to the position, the subordination of the staff unit, qualification requirements, mandatory documents for study and execution and others .
Job responsibilities. It describes step by step what a manager should do: does his position involve searching for clients, calling clients, meetings, or going on business trips. Drawing up documentation, product presentation, review of product testing and other actions required by the specifics of the organization.
Rights. Displays a list of actions that an employee can take to successfully achieve their goals. The client manager has the right to count on professional education, can make decisions within its competence, make proposals to improve the quality of customer service, and others.
Service connections. The section describes the relationship between the manager and the divisions and departments of the company that are aimed at obtaining best result. The method of communication, the timing of responses to requests, the time for submitting applications and other necessary aspects of interaction are described.
Responsibility. Types of liability for failure to fulfill job descriptions are prescribed with references to legislation.

These sections are the necessary skeleton of the instructions. Based on them, the manager understands what the employer expects from him, and the manager evaluates his work.

However, the instructions can be supplemented with other points that allow you to more specifically perform the work and make an assessment. For example, a separate paragraph introduces “the procedure and criteria for employee certification,” “working hours,” and “the competencies required by the employee.”

A job description is drawn up on company letterhead with details. The name of the organization, assigned number, date and city of signing are indicated. The title of the document must be reflected - “Job Description”.

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The document is approved by the signature of the head of the organization and, after review, is signed by the employee. If changes are made, the employee must be re-read and signed.

The nuances of drawing up a job description in the service and sales sector

A customer service manager is the employee who conveys the image of the company. Therefore, it is important to clarify in the job description how the manager should introduce himself when calling, how he should dress, and what tools the employee can use to resolve conflict situations.

For a customer service manager in sales, knowledge of the product being sold and the ability to demonstrate it are required strengths, knowledge of sales theory. All this should be reflected in his job description.

A customer service manager in the service sector will be successful and effective if the client contacts him and his company again. That is, the manager’s task is not so much to find a client, but to create a client’s need for the services of a specific company.

In addition to communication skills, the manager must know the basics of advertising and be able to properly develop a customer loyalty program. These nuances are also reflected in terms of responsibilities and rights in the job description of the customer service manager.

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A high-quality and detailed job description is the key to a successful professional relationship between employer and employee.

If you want to learn more about the profession of a customer service manager, then watch this video:

Download job description
customer service manager(.doc, 86KB)

I. General provisions

A customer service manager is classified as a manager.
A customer service manager must know:
1. 2.1. Legislation regulating business activities
2. 2.2. Market economy, entrepreneurship and the basics of doing business.
3. 2.3. Fundamentals of marketing (the concept of marketing, the fundamentals of marketing management, methods and directions of market research).
4. 2.4. Theory of management, macro- and microeconomics, business administration.
5. 2.5. Assortment, classification, characteristics and purpose of the goods (products) offered.
6. 2.6. The procedure for developing business plans and commercial terms of agreements and contracts.
7. 2.7. Rules for establishing business contacts.
8. 2.8. Rules of official etiquette when negotiating with clients.
9. 2.9. The theory of interpersonal communication.
10. 2.10. Fundamentals of sociology and psychology.
11. 2.11. Methods of information processing using modern technical means communications and communication, computer.
Appointment to the position of customer service manager and dismissal from the position is made by order of the head of the enterprise upon presentation
During the absence of a customer service manager (vacation, illness, etc.), his duties are performed by a person appointed in accordance with the established procedure. This person acquires the corresponding rights and bears responsibility for improper performance of the duties assigned to him.

II. Job responsibilities

Account Manager:

Analyzes the audience of potential clients, identifies client needs, their level and focus.
Develops methods for finding clients, plans work with clients, draws up schemes for approaching clients.
Directly searches for clients by all accessible ways(by placing advertisements, participating in exhibitions, fairs, presentations, sending proposals via communications, e-mail, fax messages, etc.).
Predicts the business reliability of potential clients, their financial and material security.
Organizes and conducts preliminary negotiations with clients interested in proposals (accepted an offer, etc.), clarifies the needs of each specific client and prepares an offer addressed to a specific client.
Meets with clients, convinces clients of the profitability of the offer, offers draft contracts for discussion and approval, takes part in work to reconcile disagreements, and concludes contracts on behalf of the enterprise.
Offers clients ways to resolve issues that were not agreed upon during negotiations and issues that arose after the commission of legally significant actions.
Maintains constant contact with existing clients, organizes work with them according to established business schemes.
Develops relationship schemes with the most profitable and promising clients (proposals special conditions contracts, discount systems and individual service, accelerated deadlines and special conditions for the fulfillment of contractual obligations, etc.).
Develops and provides clients with recommendations and advice on the most effective use established business relationships; provides the opportunity for clients to visit exhibitions, fairs, and presentations of new products (goods, services).
Ensures that the interests of clients are observed when the terms of contracts are fulfilled by the divisions of the enterprise.
Setting up feedback with clients (studies their requirements for products (goods, services), establishes the reasons for client dissatisfaction working together, analyzes customer complaints and takes all measures to resolve them and maintain business relations).
Forms a customer data bank (customer database) and makes changes to it in a timely manner.
Studies and analyzes the policies of competitors in relationships with clients.

III. Rights

The Customer Service Manager has the right to:

Independently determine forms of work with clients and ways of establishing business connections.
Manage those entrusted to him financial means(for entertainment expenses).
Sign and endorse documents within your competence.
Get acquainted with the documents defining his rights and responsibilities for his position, criteria for assessing the quality of performance of official duties.
Request from the management and specialists of the enterprise departments information and documents necessary to fulfill his official duties.
Require the management of the enterprise to provide organizational and technical conditions and prepare the established documents necessary for the performance of official duties.

IV. Responsibility

The Account Manager is responsible for:

For improper performance or failure to fulfill one’s official duties as provided for in this job description - within the limits established by the current labor legislation Russian Federation.
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.
For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.

Client Relationship Manager. You can familiarize yourself with the sample resume for a customer service manager and download it from DOC formats(WORD) and PDF.

What does a sample resume for a customer service manager look like?

Correct sample resume for customer service manager

Turchinov Stanislav

Career objective:

Desired income level: 50 thousand rubles

Date of birth: 10/09/1985
Accommodation: St. Petersburg, metro station "Narvskaya"
Ready for business trips.

Contact Information:

Phone: +7 (9хх) ххх-хх-хх
Email: [email protected]

Key knowledge and skills:

Maintaining and developing a customer base;
Negotiation skills with clients;
Work with various types documentation (contracts, invoices, agreements, commercial proposals);
Ability to work with large volumes of information;
Ability to find mutual language with clients;
Attentiveness, stress resistance.

Achievements:

Expanding the customer base by 10 percent per year;
Optimized the management of the client base, which made it possible to increase the number of clients served without increasing costs.

Experience:

07.2013–07.2015 Account Manager

Konti-mebel LLC (www.kontimebel.com), St. Petersburg

Field of activity of the company: production and wholesale of cabinet furniture

Maintaining and expanding the customer base;
Drawing up commercial offers, concluding contracts;
Handling complaints, preparing reports;
Participation in the development of loyalty programs.

02.2008–06.2013 Account Manager

ArtPrint LLC (www.artprint.com), Gatchina (Leningrad region)

Field of activity of the company: production and distribution of printed products

Maintaining a client base;
Preparation and issuing of invoices, payment control;
Reporting.

Education:

2015 Training center "Prizma", St. Petersburg

Completed the “Active Sales” course, certificate

2008 St. Petersburg Mining University, St. Petersburg

Specialty: "Economics", higher education, diploma

Additional Information:

Foreign languages: English – Intermediate.

PC knowledge: confident user (MS Office; Internet; 1C: “Enterprise” 8.2; 1C: “Warehouse” 7.7; Consultant+).

A customer service manager is a specialist whose responsibilities include finding and servicing customers, as well as building relationships with them. Often, a specialist represents the interests of the customer and ensures that services are provided in accordance with the customer’s expectations and the requirements of the contract.

The profession of a client manager is a good starting point for a career - you can easily find a job, quickly study the field of business and opportunities for further development. The titles of this profession also include: account manager, customer acquisition manager and customer service manager.

Places of work

The position of client manager is in demand in companies various fields activities. Having such an employee on staff is important for trading enterprise, advertising agency, as well as for companies providing services.

History of the profession

The profession of customer service manager appeared in the United States in the 19th century. During this period, progressive American enterprises felt the need for a competent approach to working with customers. In an increasingly competitive environment, companies fought for every customer and therefore hired employees who specialized in working with customers.

Responsibilities of a client manager

The responsibilities of a client manager include:

work with clients (search, meetings, negotiations, consultations);
processing incoming calls and emails;
records management;
conclusion of contracts.

Sometimes a client manager is engaged in international sales, often goes on business trips, and makes presentations of the company’s services or products.

Requirements for a client manager

Employers most often nominate the following requirements to the client manager:

higher education;
PC knowledge;
grammatically correct speech;
communication skills;
Sales experience (required for some positions).

Sometimes knowledge of English and having your own car are required.

Sample resume for client manager

How to become a client manager

Almost anyone can become a client manager, regardless of education and work experience. Often to perform necessary responsibilities All you need is communication skills and computer skills.

Of course, most often employers want to see people with higher education, experience in sales, good knowledge marketing and areas of activity of the company.

Client manager salary

The salary of a client manager varies from 16 to 100 thousand rubles per month and depends on the region, the size of the company and the specialist’s responsibilities. Remuneration often includes bonuses and bonuses for efficient work. average salary client manager is about 50 thousand rubles.