A. General work requirements and duties
1, work requirements
Office hours during the shift time to stay no more than 30 minutes (except for the reception of customers), strictly in accordance with the company's "mobile management" requirements for work, at least 70% of the time in the site patrol, guidance, arrangements, follow up the work of the area responsible for. At least 70% of the working time is spent on site inspections, guiding, arranging and following up the work of the area in which he/she is responsible.
2, job responsibilities
(1) Self-employed group
①Supervise the counter staff to implement the company's systems, the implementation of the relevant operating standards, to convey the company's promotional activities and promotional information, to provide high quality service; a comprehensive grasp of the counter, familiar with the knowledge of the commodity and business links, supervision and inspection of the counter whether the record is complete, fill in whether the standardized, complete;
③ responsible for the counter group of personnel scheduling, attendance; supervision and inspection of the counter staff's work performance, pay attention to the counter staff's enthusiasm for work, scoring for the performance report;
④ coordination of the business process of the service contradictions that arise in the field of all kinds of emergencies properly deal with the scene, to maintain the normal business order
⑤Continuously train and guide the sales staff on product knowledge, business process, service skills and service awareness;
⑥Organize the counter staff to do a good job of environmental hygiene and safety fire and burglary prevention work in the counter.
(2) counter group
① grasp the sales of the department's counters, timely feedback to the head of the commodity sales section, comments, suggestions;
② daily spot check counter goods out of stock to ensure adequate supplies;
③ review of the counters of the staff scheduling;
④ supervision and inspection of the counters of the quality of goods and prices to ensure that the counters operate in accordance with the contract requirements. Ensure that the counter according to the contract requirements of the operation;
⑤ check the counter group of the quality of records in a timely, accurate and clear, supervision and inspection of the counter group of the site discipline, environmental hygiene, signage, display and hospitality services;
⑥ coordination of the business process of the service conflict, properly deal with the site of all kinds of emergencies, to maintain a normal business order;
⑦ dealing with customer complaints and merchandise returns;
⑦ handling customer Complaints and product returns;
8 responsible for receiving a variety of office supplies.
Second, the job classification - content
1, personnel management
(1) for personnel on board, leaving procedures.
Suggestions and comments on the staff induction, daily performance and dismissal;
The counter new personnel need to do a good job of personnel interviews and related qualifications of the initial examination (strict control);
The new employees to learn, adapt to the new post situation to focus on, make good coaching arrangements (to play the role of old to bring up the new to help bring up the role of the old) and timely validation; to assist in the division of good personnel Preparation work;
Arrange the handover of personnel to ensure the smooth operation of the work of the counters.
(2) Responsible for scheduling or scheduling audit, attendance, and performance evaluation of personnel in the area under supervision.
①Scheduling requirements:
Reasonable arrangement of staff work and rest, taking into account the overall work requirements of the division, to ensure the smooth progress of the counter work;
Conscientiously review and do a good job of scheduling, declared once a week;
Monday-Thursday daily scheduling of the morning shift, the middle shift, the evening shift, three systems, the shift handover at 15:00, work Arrange 30 minutes meal time during the period, Chinese food: 11:00-12:00, dinner: 17:00-18:00; Friday, Saturday, Sunday and holiday sales peak for the morning shift, mid-shift, evening shift 3-shift system, the mid-shift at 11:00 and 18:00 handover, work during the period of time without arranging meal time.
② Performance Evaluation Requirements:
Daily timely attention to employee performance, timely correction, and recorded in the employee performance file, the end of the month to fill in the summary of the comprehensive evaluation of the views of the requirements: fair and equitable, realistic, rewards and punishments are clear. Attainment in pointing out the strengths and weaknesses, proposed improvements, and try to communicate with employees in a timely manner feedback to help employees improve deficiencies, and strive for greater progress.
(3) Supervise, check and follow up the arrival, departure and performance of employees.
Check whether employees arrive at work according to the specified shift, there is no late, early departure, wrong shift, sick leave, personal leave and other absenteeism, and do a good job of filling in for the absence of personnel;
Check whether the distribution of personnel during the meal period of each position is reasonable (attention should be paid to the flow of traffic, customer-centered, customers are the first customers to receive customers. Each counter should be arranged in advance of the sales staff to take turns dining, dining time shall not exceed 30 minutes per person, in principle, each counter, each area to stay in the number of not less than a few, cashier meal time on each floor at the same time can only be closed at a cash register, dining staff should be in the "dining time record book" to make a record, shall be in the provisions of the dining time to dine, the employee more than the time or failed to dine in the prescribed time to be reported to the (
Working at least 60% of the working time in the site patrol, inspection and customer opinion survey processing, the outstanding performance of the sales staff or disciplinary action once confirmed, must be added or deducted points. Based on: "Norms for Issuing Notification of Addition (Deduction) of Points", "Business Site Management Assessment", "Attendance and Performance Report", "Staff Rewards and Punishments Regulations".
Precautions: for disobedience and refusal to sign the disciplinary personnel, according to the circumstances of the double deduction of points; for issues that can not be determined, should first fill out the deduction (violation of penalties) sheet, after consulting with the director of the merchandise sales division and then make a decision; plus (deduction) a single copy of the duplicate, a copy of the division of the self-storage, the other copy of the party.
(4) identify the training needs of the region, for the division of the annual and monthly training program development proposals and comments and follow up on the implementation of the training program in the region;
Requirements: timely collection of staff views, assessment, follow-up and verification of the work of employees responsible for the regional staff and learning progress, must pay attention to the training and training will be carried out in place.
(5) pay attention to each employee, set up a "public servant" consciousness, timely communication with the sales staff, timely guidance, help, encouragement;
and the first-line sales staff to establish a good communication relationship, work by example, with a "public servant" consciousness, respect, trust, encouragement.
Establish a good communication relationship with the front-line salespersons, set an example in the work, have a "public servant" consciousness, respect, trust, and treat every employee well, help employees to solve problems, maximize employee motivation, creativity, and enthusiasm for work through effective incentives; feedback to the upper management level in a timely manner staff views and work progress, make a good job of uploading and downloading work; from time to time to carry out staff opinion surveys to assist the branch to do a good job in the staff forums, semiannually a The staff will be able to make arrangements for staff symposiums and collective activities once every six months.
2, commodity management
(1) self-management of goods
Quality, price
Familiar with the "Commodity Quality and Price Inspection Standards", using regular coverage of the inspection, daily patrol random sampling method of the counter sales staff on the counter of the goods of the self-inspection of the situation of sampling, the Department of Quality Control found that the problem of follow-up and rectification, in order to ensure that the quality of the goods sold.
Cooperating with the quality control department to follow up and rectify the problems.
Cooperate with the Quality Control Department to supervise and follow up the work of the staff price, according to the changes in the price of goods on display in a timely manner to make appropriate adjustments to the location.
Price tag inspection content: must use the shopping mall uniformly printed by the Shenzhen Price Bureau approved price tags; strict implementation of the price tag system, to achieve the price tag price complete, accurate price tag, a goods a card, the goods card position, labeling, the price change should be replaced in a timely manner, the reduction of commodities must be indicated the original price, the current price and the reason for the reduction in price; in principle, the need for computer printouts, in special circumstances, approved by the manager of the building Can be handwritten, but the handwriting must be clear, neat, not altered; price tag edge curling, wrinkles, the surface of the old should be replaced immediately.
One of the company's five commitments: anti-counterfeiting, counterfeiting, and not selling counterfeits
One of the company's five commitments: the price is not higher than similar malls varieties of timely attention to market information and customer opinion, the introduction of new varieties of suggestions, and the organization of the staff of the new varieties of focus on the recommendation.
Sourcing
A, daily: daily sales of the previous day's major categories are located in the top 50 key to follow up on the source of goods, one by one to implement the source of goods; check the counter transfer billing and direct cabinet merchandise billing whether the situation is reasonable, the morning shift employees must be manual replenishment of the book at 12 o'clock in front of the stocking area, while at least one of the counters of the application for a random check of the reasonableness of the counter (to be covered by the cycle), the direct delivery of the cabinet order whether there are ), direct delivery cabinet order whether there is a phenomenon of omission (required to order a single commodity against the physical check whether the display is full, not out of stock without goods, check the cabinet staff telephone order records)
B, major holidays:
①Increase the site of the temporary turnover warehouse, 10-20 days in advance of the site, the turnover warehouse of the inventory, the backlog of goods clean up, the site, the turnover warehouse of the inventory, the backlog of goods, the inventory of the inventory, the backlog of goods. According to the same period last year to adjust the current display of inventory display;
② adjust the site display layout, the shelves should be holiday merchandise to expand the display surface, arranged for display in the prime location;
③ elimination, reduction of non-should be holiday merchandise - need to be 1 month in advance of the stores and distribution centers to convene a coordinating meeting, will be the varieties of Unified arrangements;
④ Fresh fruits, vegetables and aquatic products, frozen products need to focus on follow-up equipment, sources of goods, by the unified distribution and on-site arrangement of specialists responsible for, such as frozen cabinets, inflatable pools, back-up suppliers, etc.;
⑤ on-site arrangement of specialists to track the direct cabinet sources of goods, the lower limit of the direct cabinet of the best-selling products in advance of the 10-20 days to enlarge, to ensure that the holiday source of supplies; shopping malls according to the actual sales situation to modify, amplify the best-selling goods; the malls according to the According to the actual sales situation, the mall will modify and enlarge the upper and lower limits of the transfer of the best-selling products to ensure that the amount of transfer is sufficient;
6. A person will inquire about the inventory of the best-selling products in the warehouse every day (you can focus on inquiring the previous day's sales rankings of the top 50 commodities in terms of major categories), and feedback the shortage situation to UCG on the same day;
7. A person will print out the table of out-of-stocks of goods in the counter every day to investigate and replenish goods; tracking and replenishment every day. Investigation, replenishment; daily tracking to understand the straight on the counter merchandise order form supplier delivery, and according to the holiday sales on the number of orders revised in a timely manner;
⑧ 10 days before the festival every day to send 1-2 employees to the surrounding comparison store price and observation of the best-selling goods supply situation.
(2) counter merchandise management
Quality, price, marking, display
①New merchandise on the acceptance of the counter: C counter and part of A, B (imported cosmetics, imported watches, imported footwear) new merchandise on the counter must be randomly inspected at a rate of 30%;
② daily supervision and random inspection methods:
Periodic coverage of the inspection: A category (international brands) counter merchandise. Class A (international brands) counter goods every 3 months spot check once; Class B (famous domestic brands) counter in the key commodities every 2 months spot check once, non-focused commodities every 3 months spot check once; Class C (general brand) counter goods every 1 month spot check once, each time the spot check 3-5 varieties. Another note: the stalls cooked food, ready-to-cook food, vegetables, fruits, fresh meat and poultry and other counter commodities need to be inspected daily (daily inspection of not less than 6 times), the state announced exempted products are exempted from inspection.
Daily rounds of inspection: random inspections in the daily rounds.
③Problem Handling Methods: Strictly in accordance with the "Non-conforming Products Handling Procedures", "Quality Management Regulations", "Price Management Regulations", "Commodity Labeling Specifications". Problems with the counter, division management staff should be based on the situation of the corresponding supplier issued ? Poor quality notice? , on the bad single involving the penalty for breach of contract shall be reviewed by the Minister of Quality Control.
Over-scope operation control
To be familiar with the sub-division of regional counters of the contract and annexes, through the new goods on the counter spot checks, on-site random sampling for supervision, through the staff training, supply of goods to emphasize the relevant provisions of the corrective.
Supply Management
①Daily Management: Check the books of key counters (often out of stock) or the "Out of Stock Register" twice a week, and urge counters to replenish goods in a timely manner. Non-focused counters are inspected once a month according to the Coverage Inspection Program. "counter merchandise daily management regulations"
② seasonal period, sales season source management
seasonal period generally refers to March-April, August-September, October-November
sales season refers to the "May Day", "Mid-Autumn Festival" and "May Day", "Mid-Autumn Festival", "Mid-Autumn Festival", "Mid-Autumn Festival", "Mid-Autumn Festival" and "Mid-Autumn Festival". ", "Mid-Autumn Festival", "National Day", half a month before New Year's Day to the end of the festival; 1 month before the Spring Festival to the Lantern Festival, the seasonal period; 15 days before the peak season of sales special training "counter sources of goods holiday follow up approach", the morning meeting Emphasis, full mobilization, requiring each cabinet to prepare enough goods, follow the replenishment work, there are difficulties should be reported to the floor management in a timely manner; every week to the main competitors to carry out a research, compare at least 5 of the same counter varieties, fill out the "counter varieties questionnaire", within 1 working day verbal and written notice or appointment to meet with the supplier, limited to 5 working days to supplement (industry identified as unsuitable for the sales of my shopping malls)
Check the counter clothing, footwear broken size, lack of color, at least 5 counters per day for each type of industry, 1 month to cover 1 time, recorded in the "counter inspection record register", within 1 working day, oral and written notice or appointment to meet with the supplier, limited to 2 working days to supplement;
If the delay in supplementing the provisions of Article XII of the contract to deal with the situation if necessary will be If necessary, the situation will be feedback investment business division to rush, and its written notice retained for half a year, as one of the basis for supplier evaluation ("3A", adjustment, review of settlement conditions, etc.);
The implementation of the problem of the source of goods can not be timely reported to the next level of management personnel or shopping malls to deal with the Xiangli, and will be a more serious problem of the counters in a timely manner back to the counter business Branch;
Goods into the field, in principle, is not allowed to transfer out, is required in replacement of the transfer, must be released to the floor for approval procedures, or counter salesman responsibility (the first deduction of the shift salesman 5 points fine of 10 yuan, the second deduction of 10 points fine of 20 yuan, more than 3 times to be dismissed);
The source of goods to follow up on the timely salesman, basically no intermittent shortages of goods counters Salesman added 5-20 points in the month; follow-up efforts are not enough, the shortage of goods is serious in the month deducted 5-20 points.
3, service management
(1) in-sale service management - on-site supervision and inspection
Every morning when the staff entry, the entrance to the floor to check the arrival of personnel, strictly prohibit personal belongings brought in.
The morning meeting is held from time to time before the opening of the business, to comment on the previous day's sales and the problems found on the site, or to conduct thematic training, or to lift the spirit and encourage the soil.
Business period, the implementation of mobile management, within a reasonable range of industry or irregularly patrol inspection (no less than 3 times per shift) inspection content: staff appearance, behavior, reception services, shelves, display, signage, environmental hygiene, fire safety, etc., each patrol at least 2 problems found recorded in the "floor business site inspection (goods, services, environment) Record Book and follow up on them.
To deal with emergencies and maintain normal business order.
At the end of the business, do a good job of clearing the scene.
Monthly according to the "floor goods, services, quality records, health coverage inspection program" on all counters for reception services and commodity knowledge checks, each counter at least one spot check and have the corresponding records. Note: Large counters can increase the number of spot checks accordingly, and supermarkets spot check 10% of their employees every month.
To the company, the mall of the various inspections (including quarterly inspections, mystery shopper inspections, internal and external audits, customer surveys, shopping malls comprehensive inspection, etc.) of the problems appearing in the implementation of the treatment.
The above inspections of the individual under the addition of demerit points, the supplier issued a "quality and price of bad notice", typical examples of the preparation of cases. In conjunction with the division of the monthly inspection of the problems found and after-sales service (see later), the situation is summarized and analyzed to form a "floor monthly site analysis report", which is submitted to the merchandise sales division (generally written by the supervisor of the merchandise sales division) by the 27th of each month, along with the cases.
Floor Monthly Site Analysis Report:
①Statistical table of on-site inspection (analyze key issues and formulate corrective measures);
②Statistical table of customer complaints (quality, price, and service) satisfaction rate;
③Customer return visits;
④Customer interview analysis.
Assist the head of the merchandise section to summarize the service characteristics of each counter and each category, and continuously introduce special services.
(2) After-sales service management
Responsible for accepting customer complaints, inquiries, suggestions and make the corresponding records, after dealing with the return visit and make the return visit records.
Processing procedures: warm reception → verification of credentials → check the problem → processing (returns, repairs, other)
Processing principles:
① "whoever receives, who is responsible for" principle;
② "four main principles "
②"Four main principles": can be exchanged or not exchanged to change the main, can be repaired or not repaired to repair the main, can be returned or not returned to return the main, can not be divided into the responsibility of the shopping malls to be responsible for the main.
Third, follow the principle of the relevant national systems and regulations to deal with.
Customer complaints reception skills, behavior and etiquette can be based on actual customer experience to engage in, grasp the principle.
Quality Complaints - "Commodity Quality Complaint Registration Form" must indicate the degree of customer satisfaction (return visit rate of not less than 50%, the record of complaints about the counter's merchandise selection of more than 20% of the proportion (less than 10 pieces shall be 100% visit))
Price Complaints - -Price Complaints - "Price Complaints Report Form" Note that the quality control division within one working day to submit
Service with other aspects of the complaints and suggestions - "Customer Opinion Sheet" (the service desk referred to the opinion sheet by the service desk visit)
Electrical appliances floor of the large appliances that have been sold, delivery, maintenance, installation and other sampling telephone call back.
Monthly on the Maintenance Department's door-to-door service, maintenance services, sampling 10% or more for a return visit;
Monthly on the Unified Distribution Center Distribution Business Division Delivery Group delivery service random sampling return visit more than 60 single.
4, environmental management: including health, identification, loss prevention
Twice a month, the organization's staff to carry out health cleaning, every Tuesday with the Ministry of Health inspection. (Business site environmental health cleaning and inspection standards).
Daily on-site inspections are conducted randomly on the environment, hygiene, fire safety and other aspects.
Checks counter hygiene, display, and signage during monthly coverage inspections.
Emphasize the implementation of cleaning awareness to the employees in the responsible area, lead and encourage the counters to strive to be the red flag sanitary workers, and assist the division to do a good job in the quarterly assessment of the red flag sanitary workers.
Salary is about 2,000 per month, with a higher level of treatment.
Salary is more than two thousand dollars per month.