Sample Sales and Customer Service Job Descriptions
CUSTOMER SERVICE REPRESENTATIVE
Job Purpose: Serves customers by providing product and service information; resolving product and service problems.
Job Duties:
CUSTOMER SERVICE MANAGER
Job Purpose: Maintains customer satisfaction by providing problem-solving resources; managing staff.
Job Duties:
RETAIL STORE MANAGER
Job Purpose: Serves customers by providing merchandise; supervising staff.
Job Duties:
SALES ASSISTANT
Job Purpose: Supports sales and marketing managers by tracking, investigating, and reporting sales information; resolving problems.
Job Duties:
SALES AND MARKETING MANAGER
Job Purpose: Accomplishes business development activities by researching and developing marketing opportunities and plans; implementing sales plans; managing staff.
Job Duties:
SALES MANAGER
Job Purpose: Sells products by implementing sales plans; supervising sales staff.
Job Duties:
SALES REPRESENTATIVE
Job Purpose: Serves customers by selling products; meeting customer needs.
Job Duties:
SALES TRAINING MANAGER
Job Purpose: Maximizes sales department effectiveness by determining and solving sales representative and sales manager training needs; managing staff.
Job Duties:
TELEMARKETING REPRESENTATIVE
Job Purpose: Converts inquiries into sales by answering inbound telephone calls.
Job Duties:
Advises present or prospective customers by answering incoming calls on a rotating basis; operating telephone equipment, automatic dialing systems, and other telecommunications technologies.
Influences customers to buy or retain product or service by following a prepared script to give product reference information.
Documents transactions by completing forms and record logs.
Maintains database by entering, verifying, and backing up data.
Keeps equipment operational by following manufacturer's instructions and established procedures; notifying team leader of needed repairs.
Maintains operations by following policies and procedures; reporting needed changes.
Maintains quality service by following organization standards.
Maintains technical knowledge by attending educational workshops; reviewing publications.
Contributes to team effort by accomplishing related results as needed.
Skills/Qualifications: Persuasion, Telephone Sales, Customer Focus, Data Entry Skills, Selling to Customer Needs, Closing Skills, Telephone Skills, Organization, Energy Level, Persistence, Product Knowledge
Job Purpose: Serves customers by providing product and service information; resolving product and service problems.
Job Duties:
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
CUSTOMER SERVICE MANAGER
Job Purpose: Maintains customer satisfaction by providing problem-solving resources; managing staff.
Job Duties:
- Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
- Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Accomplishes information systems and organization mission by completing related results as needed.
RETAIL STORE MANAGER
Job Purpose: Serves customers by providing merchandise; supervising staff.
Job Duties:
- Completes store operational requirements by scheduling and assigning employees; following up on work results.
- Maintains store staff by recruiting, selecting, orienting, and training employees.
- Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
- Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
- Ensures availability of merchandise and services by approving contracts; maintaining inventories.
- Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.
- Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
- Secures merchandise by implementing security systems and measures.
- Protects employees and customers by providing a safe and clean store environment.
- Maintains the stability and reputation of the store by complying with legal requirements.
- Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies .
- Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
- Contributes to team effort by accomplishing related results as needed.
SALES ASSISTANT
Job Purpose: Supports sales and marketing managers by tracking, investigating, and reporting sales information; resolving problems.
Job Duties:
- Maintains promotional database by inputting invoice and bill-back data.
- Updates managers by consolidating, analyzing, and forwarding daily action summaries.
- Resolves order and inventory problems by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.
- Resolves promotional allowance, rebate, and pricing discrepancies by researching promotion details and regular and special prices; forwarding resolution to managers.
- Provides product, promotion, and pricing information by clarifying customer request; selecting appropriate information; forwarding information; answering questions.
- Provides sales vs. projection results by preparing and forwarding sales tracking reports. Forwards samples by entering request; arranging shipment; notifying customer.
- Maintains customer database by inputting customer profile and updates; preparing and distributing monthly reports.
- Prepares sales presentations by compiling data; developing presentation formats and materials.
- Tracks sales expenses by tracking, consolidating, analyzing, and summarizing expenses; forwarding for reimbursement.
- Updates job knowledge by participating in educational opportunities.
- Accomplishes department and organization mission by completing related results as needed.
SALES AND MARKETING MANAGER
Job Purpose: Accomplishes business development activities by researching and developing marketing opportunities and plans; implementing sales plans; managing staff.
Job Duties:
- Accomplishes marketing and sales human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Achieves marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
- Meets marketing and sales financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Determines annual and gross-profit plans by forecasting and developing annual sales quotas for regions; projecting expected sales volume and profit for existing and new products; analyzing trends and results; establishing pricing strategies; recommending selling prices; monitoring costs, competition, supply, and demand.
- Accomplishes marketing and sales objectives by planning, developing, implementing, and evaluating advertising, merchandising, and trade promotion programs; developing field sales action plans.
- Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share.
- Improves product marketability and profitability by researching, identifying, and capitalizing on market opportunities; improving product packaging; coordinating new product development.
- Sustains rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities.
- Provides information by collecting, analyzing, and summarizing data and trends.
- Protects organization's value by keeping information confidential.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Accomplishes marketing and organization mission by completing related results as needed.
SALES MANAGER
Job Purpose: Sells products by implementing sales plans; supervising sales staff.
Job Duties:
- Determines annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results.
- Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products.
- Implements national sales programs by developing field sales action plans.
- Maintains sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.
- Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand.
- Completes national sales operational requirements by scheduling and assigning employees; following up on work results.
- Maintains national sales staff by recruiting, selecting, orienting, and training employees.
- Maintains national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
SALES REPRESENTATIVE
Job Purpose: Serves customers by selling products; meeting customer needs.
Job Duties:
- Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.
- Adjusts content of sales presentations by studying the type of sales outlet or trade factor.
- Focuses sales efforts by studying existing and potential volume of dealers.
- Submits orders by referring to price lists and product literature.
- Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.
- Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
- Recommends changes in products, service, and policy by evaluating results and competitive developments.
- Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
- Provides historical records by maintaining records on area and customer sales.
- Contributes to team effort by accomplishing related results as needed.
SALES TRAINING MANAGER
Job Purpose: Maximizes sales department effectiveness by determining and solving sales representative and sales manager training needs; managing staff.
Job Duties:
- Accomplishes sales training human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Achieves sales training operational objectives by contributing sales training information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining sales training system improvements; implementing change.
- Meets sales training financial objectives by forecasting sales training requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Determines training requirements by studying sales and marketing strategic plans and current sales results; conferring with sales executives; reviewing results of trainer coaching; evaluating training effectiveness.
- Develops job results resources by designing information systems; maintaining libraries and databases; building interactive and integrated job support systems.
- Develops managerial results by orienting new managers; conducting management training programs; providing learning resources; coaching individual managers.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Accomplishes sales training and organization mission by completing related results as needed.
TELEMARKETING REPRESENTATIVE
Job Purpose: Converts inquiries into sales by answering inbound telephone calls.
Job Duties:
Advises present or prospective customers by answering incoming calls on a rotating basis; operating telephone equipment, automatic dialing systems, and other telecommunications technologies.
Influences customers to buy or retain product or service by following a prepared script to give product reference information.
Documents transactions by completing forms and record logs.
Maintains database by entering, verifying, and backing up data.
Keeps equipment operational by following manufacturer's instructions and established procedures; notifying team leader of needed repairs.
Maintains operations by following policies and procedures; reporting needed changes.
Maintains quality service by following organization standards.
Maintains technical knowledge by attending educational workshops; reviewing publications.
Contributes to team effort by accomplishing related results as needed.
Skills/Qualifications: Persuasion, Telephone Sales, Customer Focus, Data Entry Skills, Selling to Customer Needs, Closing Skills, Telephone Skills, Organization, Energy Level, Persistence, Product Knowledge