- 目錄
崗位職責(zé)是什么
售后市場(chǎng)崗位，是一個(gè)專(zhuān)注于處理產(chǎn)品銷(xiāo)售后與客戶(hù)交互的領(lǐng)域，主要關(guān)注客戶(hù)服務(wù)、問(wèn)題解決、滿(mǎn)意度提升和維護(hù)公司品牌形象。此崗位的核心在于通過(guò)高效的服務(wù)流程和策略，確?？蛻?hù)對(duì)產(chǎn)品的持續(xù)忠誠(chéng)度和滿(mǎn)意度。
崗位職責(zé)要求
1. 熟練掌握產(chǎn)品知識(shí)：理解公司的產(chǎn)品特性和優(yōu)勢(shì)，以便準(zhǔn)確解答客戶(hù)疑問(wèn)。
2. 強(qiáng)烈的服務(wù)意識(shí)：以客戶(hù)為中心，時(shí)刻保持友好、耐心和專(zhuān)業(yè)。
3. 問(wèn)題解決能力：迅速識(shí)別并解決客戶(hù)遇到的問(wèn)題，提供有效的解決方案。
4. 溝通技巧：清晰、有效地傳達(dá)信息，建立良好的客戶(hù)關(guān)系。
5. 數(shù)據(jù)分析能力：監(jiān)控和分析售后數(shù)據(jù)，為改進(jìn)服務(wù)提供依據(jù)。
崗位職責(zé)描述
售后市場(chǎng)崗位人員需在日常工作中扮演多重角色，包括但不限于客戶(hù)服務(wù)代表、問(wèn)題解決專(zhuān)家、客戶(hù)關(guān)系管理者和品牌大使。他們需要傾聽(tīng)客戶(hù)反饋，處理退貨、維修、保修等事宜，同時(shí)也要收集和分析客戶(hù)滿(mǎn)意度數(shù)據(jù)，以?xún)?yōu)化服務(wù)流程。此外，他們還需要與內(nèi)部團(tuán)隊(duì)協(xié)作，如銷(xiāo)售、產(chǎn)品開(kāi)發(fā)等部門(mén)，確保整個(gè)公司的運(yùn)營(yíng)與客戶(hù)需求保持一致。
有哪些內(nèi)容
1. 客戶(hù)咨詢(xún)與投訴處理：及時(shí)回應(yīng)客戶(hù)電話、郵件或在線查詢(xún)，解決他們?cè)谑褂卯a(chǎn)品過(guò)程中遇到的問(wèn)題。
2. 退貨與換貨管理：處理客戶(hù)的退貨請(qǐng)求，確保流程順暢，符合公司政策。
3. 維修與保養(yǎng)服務(wù)：協(xié)調(diào)維修團(tuán)隊(duì)，安排產(chǎn)品維修或保養(yǎng)，保證服務(wù)質(zhì)量。
4. 客戶(hù)滿(mǎn)意度調(diào)查：定期進(jìn)行滿(mǎn)意度調(diào)查，了解客戶(hù)需求和期望，持續(xù)改進(jìn)服務(wù)。
5. 數(shù)據(jù)分析與報(bào)告：分析售后數(shù)據(jù)，識(shí)別服務(wù)瓶頸，提出改進(jìn)建議，以提升客戶(hù)體驗(yàn)。
6. 服務(wù)流程優(yōu)化：根據(jù)業(yè)務(wù)需求和客戶(hù)反饋，不斷優(yōu)化服務(wù)流程，提高效率。
7. 內(nèi)部溝通與協(xié)作：與銷(xiāo)售團(tuán)隊(duì)分享客戶(hù)反饋，協(xié)助產(chǎn)品團(tuán)隊(duì)了解市場(chǎng)動(dòng)態(tài)，促進(jìn)產(chǎn)品改進(jìn)。
8. 品牌維護(hù)：處理負(fù)面評(píng)價(jià)，維護(hù)公司聲譽(yù)，轉(zhuǎn)化為積極的品牌形象。
售后市場(chǎng)崗位的職責(zé)涵蓋廣泛的客戶(hù)服務(wù)活動(dòng)，從直接與客戶(hù)互動(dòng)到幕后數(shù)據(jù)分析，都是為了確保公司的售后服務(wù)質(zhì)量，滿(mǎn)足客戶(hù)期待，從而增強(qiáng)客戶(hù)忠誠(chéng)度和口碑。
售后市場(chǎng)崗位職責(zé)范文
第1篇 售后市場(chǎng)銷(xiāo)售崗位職責(zé)
區(qū)域銷(xiāo)售經(jīng)理(汽配售后市場(chǎng)) 1. develop, enhance and maintenance of distributor relationships in the central china region.
2. achieve the annual sales plan, ensure the monthly progress of the plan and establish a reliable 2 months forecast.
3. promote the corteco product range to the market territory and find business opportunities in line with the product sales strategy of corteco.
4. responsible to manage the inquiry and quotation process from distributor to corteco in order submit a quotation in a timely manner.
5. follow-up the quotations to distributors until final p/o received.
6. manage the delivery to the customer in time and discuss with the relevant departments inside corteco china.
7. be in charge of accounts receivable control in order to guarantee a steady cash-flow for corteco.
8. report regularly about competitor trends in the territory and make a strategy to fight against them.
9. other tasks which are assigned by general manager
1. bachelor degree at high level university, preferably in engineering or sales and marketing.
2. working e_perience in sales or product engineering in automotive iam industry.
3. english as foreign language acceptable for both oral and writing. additional japanese language skills would be seen as additional asset.
4. open minded character, outgoing, good communication skills, must be able to work within a team, self motivation ability, able to work self responsible, demanding for success and results, trustful character. can work with high pressure.
5. must be motivated to continuously improve skills and to accept new work contents. ability to work in an international working environment.
6. accept frequent travel inside china. 1. develop, enhance and maintenance of distributor relationships in the central china region.
2. achieve the annual sales plan, ensure the monthly progress of the plan and establish a reliable 2 months forecast.
3. promote the corteco product range to the market territory and find business opportunities in line with the product sales strategy of corteco.
4. responsible to manage the inquiry and quotation process from distributor to corteco in order submit a quotation in a timely manner.
5. follow-up the quotations to distributors until final p/o received.
6. manage the delivery to the customer in time and discuss with the relevant departments inside corteco china.
7. be in charge of accounts receivable control in order to guarantee a steady cash-flow for corteco.
8. report regularly about competitor trends in the territory and make a strategy to fight against them.
9. other tasks which are assigned by general manager
1. bachelor degree at high level university, preferably in engineering or sales and marketing.
2. working e_perience in sales or product engineering in automotive iam industry.
3. english as foreign language acceptable for both oral and writing. additional japanese language skills would be seen as additional asset.
4. open minded character, outgoing, good communication skills, must be able to work within a team, self motivation ability, able to work self responsible, demanding for success and results, trustful character. can work with high pressure.
5. must be motivated to continuously improve skills and to accept new work contents. ability to work in an international working environment.
6. accept frequent travel inside china.
第2篇 汽車(chē)售后市場(chǎng)崗位職責(zé)
汽車(chē)售后市場(chǎng)拓展專(zhuān)員 濟(jì)南康正震宇汽車(chē)銷(xiāo)售股份有限公司 濟(jì)南康正震宇汽車(chē)銷(xiāo)售股份有限公司,康正震宇 崗位職責(zé):
1、負(fù)責(zé)當(dāng)?shù)貐^(qū)域內(nèi)的資源整合及調(diào)度;
2、負(fù)責(zé)對(duì)外關(guān)系的公關(guān)與協(xié)調(diào);
3、負(fù)責(zé)事故車(chē)的外拓及送修;
4、協(xié)調(diào)保險(xiǎn)公司車(chē)險(xiǎn)部門(mén)相關(guān)人員關(guān)系。
5、主導(dǎo)鈑噴合作、事故車(chē)外拓送修、續(xù)保定損理賠等工作開(kāi)展。
任職要求:
1、具備一定的銷(xiāo)售管理經(jīng)驗(yàn);
2、有較充分的保險(xiǎn)資源、人脈資源和渠道資源;
第3篇 售后市場(chǎng)崗位職責(zé)
售后市場(chǎng)經(jīng)理 1、根據(jù)集團(tuán)公司年度銷(xiāo)售任務(wù)指標(biāo)分解,協(xié)助總經(jīng)理制定國(guó)內(nèi)售后市場(chǎng)銷(xiāo)售戰(zhàn)略和實(shí)施計(jì)劃,帶領(lǐng)團(tuán)隊(duì)完成既定銷(xiāo)售業(yè)績(jī)指標(biāo)。
2、開(kāi)拓國(guó)內(nèi)汽車(chē)零部件售后市場(chǎng)業(yè)務(wù),與全國(guó)汽配城經(jīng)銷(xiāo)商渠道客戶(hù)建立和維護(hù)好合作關(guān)系;開(kāi)發(fā)工廠項(xiàng)目型及外貿(mào)公司客戶(hù)。
3、制定售后市場(chǎng)部全年銷(xiāo)售費(fèi)用預(yù)算,控制及降低費(fèi)用支出。
4、分解售后市場(chǎng)部年度銷(xiāo)售業(yè)績(jī)指標(biāo),制定銷(xiāo)售激勵(lì)及績(jī)效考核標(biāo)準(zhǔn)。
5、協(xié)助各業(yè)務(wù)組銷(xiāo)售人員進(jìn)行談判及簽訂重大銷(xiāo)售合同。
6、組織實(shí)施銷(xiāo)售貨款回收及應(yīng)收賬款的跟催。
7、組織收集市場(chǎng)(需求、競(jìng)爭(zhēng)對(duì)手等)信息,制定新產(chǎn)品開(kāi)發(fā)計(jì)劃及銷(xiāo)售競(jìng)爭(zhēng)策略。
8、組織實(shí)施對(duì)產(chǎn)品的銷(xiāo)售情況進(jìn)行數(shù)據(jù)統(tǒng)計(jì)及分析,優(yōu)化庫(kù)存結(jié)構(gòu),提高庫(kù)存周轉(zhuǎn)率。
9、定期走訪全國(guó)汽車(chē)零部件售后市場(chǎng)及重點(diǎn)客戶(hù)。
10、銷(xiāo)售團(tuán)隊(duì)建設(shè),定期給各業(yè)務(wù)組銷(xiāo)售主管業(yè)務(wù)培訓(xùn),提升業(yè)務(wù)能力。
任職資格要求
1.學(xué)歷要求:本科以上學(xué)歷,市場(chǎng)營(yíng)銷(xiāo)、銷(xiāo)售管理、企業(yè)管理等專(zhuān)業(yè)畢業(yè);
2.工作經(jīng)驗(yàn):具有5-10年以上同行業(yè)銷(xiāo)售管理工作的經(jīng)驗(yàn);
3.個(gè)人技能:熟練的外語(yǔ)交流和較強(qiáng)的表達(dá)能力,對(duì)電子辦公軟件熟練使用;
4.工作能力:有較強(qiáng)的市場(chǎng)開(kāi)拓和銷(xiāo)售能力;
5.團(tuán)隊(duì)管理:具備優(yōu)秀的溝通能力和團(tuán)隊(duì)合作精神,帶領(lǐng)和培訓(xùn)團(tuán)隊(duì)經(jīng)驗(yàn)豐富;
6.人際交流:具有很好的人際資源和開(kāi)發(fā)人際資源能力,擁有人脈資源。 1、根據(jù)集團(tuán)公司年度銷(xiāo)售任務(wù)指標(biāo)分解,協(xié)助總經(jīng)理制定國(guó)內(nèi)售后市場(chǎng)銷(xiāo)售戰(zhàn)略和實(shí)施計(jì)劃,帶領(lǐng)團(tuán)隊(duì)完成既定銷(xiāo)售業(yè)績(jī)指標(biāo)。
2、開(kāi)拓國(guó)內(nèi)汽車(chē)零部件售后市場(chǎng)業(yè)務(wù),與全國(guó)汽配城經(jīng)銷(xiāo)商渠道客戶(hù)建立和維護(hù)好合作關(guān)系;開(kāi)發(fā)工廠項(xiàng)目型及外貿(mào)公司客戶(hù)。
3、制定售后市場(chǎng)部全年銷(xiāo)售費(fèi)用預(yù)算,控制及降低費(fèi)用支出。
4、分解售后市場(chǎng)部年度銷(xiāo)售業(yè)績(jī)指標(biāo),制定銷(xiāo)售激勵(lì)及績(jī)效考核標(biāo)準(zhǔn)。
5、協(xié)助各業(yè)務(wù)組銷(xiāo)售人員進(jìn)行談判及簽訂重大銷(xiāo)售合同。
6、組織實(shí)施銷(xiāo)售貨款回收及應(yīng)收賬款的跟催。
7、組織收集市場(chǎng)(需求、競(jìng)爭(zhēng)對(duì)手等)信息,制定新產(chǎn)品開(kāi)發(fā)計(jì)劃及銷(xiāo)售競(jìng)爭(zhēng)策略。
8、組織實(shí)施對(duì)產(chǎn)品的銷(xiāo)售情況進(jìn)行數(shù)據(jù)統(tǒng)計(jì)及分析,優(yōu)化庫(kù)存結(jié)構(gòu),提高庫(kù)存周轉(zhuǎn)率。
9、定期走訪全國(guó)汽車(chē)零部件售后市場(chǎng)及重點(diǎn)客戶(hù)。
10、銷(xiāo)售團(tuán)隊(duì)建設(shè),定期給各業(yè)務(wù)組銷(xiāo)售主管業(yè)務(wù)培訓(xùn),提升業(yè)務(wù)能力。
任職資格要求
1.學(xué)歷要求:本科以上學(xué)歷,市場(chǎng)營(yíng)銷(xiāo)、銷(xiāo)售管理、企業(yè)管理等專(zhuān)業(yè)畢業(yè);
2.工作經(jīng)驗(yàn):具有5-10年以上同行業(yè)銷(xiāo)售管理工作的經(jīng)驗(yàn);
3.個(gè)人技能:熟練的外語(yǔ)交流和較強(qiáng)的表達(dá)能力,對(duì)電子辦公軟件熟練使用;
4.工作能力:有較強(qiáng)的市場(chǎng)開(kāi)拓和銷(xiāo)售能力;
5.團(tuán)隊(duì)管理:具備優(yōu)秀的溝通能力和團(tuán)隊(duì)合作精神,帶領(lǐng)和培訓(xùn)團(tuán)隊(duì)經(jīng)驗(yàn)豐富;
6.人際交流:具有很好的人際資源和開(kāi)發(fā)人際資源能力,擁有人脈資源。
