Job Description for a Customer Service Sales Agent

Employer name: ____________________

APPROVED
Manager’s position ____________________
Signature ____________ First name and surname ____________________
Date ____________________

JOB DESCRIPTION No. ____________
Place of preparation ____________________

1. General provisions

1.1. This instruction defines the tasks, duties, rights, responsibilities, and working relationships of the employee in the occupation “Агент торговельний” (trade agent), code ДК 003:2010 — 3415. The scope of work is customer support. Structural unit: ____________________.

1.2. The employee belongs to the “specialists” category and reports directly to the sales manager or head of the sales unit. The workplace and working hours are determined by the employment contract and internal work rules.

1.3. The employee is hired and dismissed by the employer’s order on the grounds and in the manner provided for by labor legislation. Before starting work, the employee is informed of the job function, working conditions, and this instruction.

1.4. Qualification requirements: education in a relevant field at bachelor’s or junior specialist level; no work experience requirements. The employee must have business communication skills, be able to verify product information, and document customer inquiries.

1.5. In the work, the employee is guided by the legislation of Ukraine, applicable trade and occupational safety rules, the employment contract, internal work rules, lawful employer orders, this instruction, and approved documents of their unit.

1.6. The employee must know: the assortment, approved prices and sales terms, procedures for processing orders and customer requests and complaints; personal data protection rules; the limits of the authority to represent the enterprise; and the procedure for checking product information in Torgsoft.

1.7. During the employee’s absence, their duties are performed by a person designated by the employer’s order, subject to qualification and work-access requirements, the employee’s consent, and payment for substitution in cases established by law. Transfer of duties does not automatically grant access to the accounting system.

1.8. The employee works in the Torgsoft accounting program under their own account and within the rights granted. The employee must not share their password or change data without authorization, and must report errors to the responsible employee. Access to personal data is limited to the performance of job duties.

2. Tasks and duties

2.1. Accepts customer requests and complaints through approved channels, clarifies needs, and provides verified information about products and sales terms.

2.2. Checks the required specifications, price, and available stock according to Torgsoft data and confirmations from responsible employees; informs the customer only of approved timeframes and terms.

2.3. Prepares a commercial offer within the approved policy; submits terms beyond the authority granted to the manager for approval.

2.4. Records the agreed details of a request or order, a contact for follow-up, and required next steps; collects only necessary data where there is an appropriate legal basis.

2.5. Forwards a confirmed order to the person responsible for processing or fulfillment, checks that the information provided is complete and consistent.

2.6. Tracks order fulfillment, obtains information from the warehouse, logistics, and accounting departments, and informs the customer of the confirmed outcome.

2.7. In the event of a delay or change in terms, informs the manager, agrees on next steps, and ensures the customer is properly notified without making false guarantees.

2.8. Receives requests or complaints regarding payment, delivery, exchange, return, or defects, records the circumstances, and forwards them to an authorized person. Does not make unsubstantiated conclusions about the buyer’s fault.

2.9. Keeps the history of agreed terms and documents provided in the prescribed manner; does not transfer the customer database to personal services or disclose contact or commercial data.

2.10. Checks that the agreed resolution of a request or complaint has been carried out, informs the customer of the result, and refers unresolved issues to the manager.

2.11. Prepares summarized data on requests, recurring reasons for requests and complaints, and unmet demand; proposes specific service changes. Approves contracts, discounts, and returns only within the scope of authority.

2.12. Completes training and occupational safety briefings required for the work, as well as mandatory medical examinations in cases established by law. Uses serviceable equipment and issued protective equipment for their intended purpose.

2.13. Immediately informs the direct manager about a threat to life or health, an accident, fire, injury, or malfunction. In a dangerous situation, stops hazardous work, follows the response and evacuation plan, and does not endanger themselves or others.

3. Rights

3.1. Obtain from the manager and responsible employees the documents, reliable information, and explanations needed to perform the job function, within the established access limits.

3.2. Require provision of serviceable equipment, proper working conditions, necessary materials, and personal protective equipment where needed for the work.

3.3. Report violations and submit proposals concerning work organization, protection of property, safety, and improvement of customer service; have such proposals considered by the manager.

3.4. Refuse assigned work if a workplace situation arises that is dangerous to the life or health of the employee, people around them, or the work environment or natural environment, while immediately informing the direct manager or employer.

3.5. Exercise the right to remuneration, rest, vocational training, and protection of labor rights in accordance with the law. Provide explanations regarding the circumstances of violations before a decision on disciplinary action is made.

4. Responsibility

4.1. For culpable failure to perform or improper performance of job duties, violation of labor discipline, and occupational safety requirements, the employee is liable in the manner and within the limits established by law. Disciplinary sanctions are applied in compliance with the prescribed procedure.

4.2. Material liability arises where the grounds and conditions provided by law exist, for direct actual damage caused by culpable unlawful acts or omissions. Its type and limits are determined by law; the mere fact of a shortage is not grounds for automatically imposing full material liability.

4.3. This instruction does not establish monetary fines, additional disciplinary sanctions, unconditional reimbursement of shortages, or the employer’s right to deduct funds from wages outside the legal grounds and procedure.

4.4. For violations of rules on safeguarding documents, account data, property, and confidential information, the employee is liable where at fault and within the limits established by law.

5. Working relationships associated with the position

5.1. Receives commercial terms and assignments from the sales manager and reports support outcomes and matters requiring approval to that manager.

5.2. Obtains product and fulfillment information from the goods specialist and warehouse, delivery information from logistics, and payment confirmations from accounting; forwards warranty requests and complaints to the person responsible for service.

5.3. Transfers unfinished matters and work results to the employee designated by the manager. Records the transfer of documents, goods, funds, or other valuables in the prescribed manner; reports unresolved discrepancies.

6. Final provisions

6.1. This instruction takes effect after approval by the employer. Before beginning the relevant work, the employee acknowledges it by signature or by another legally agreed method that makes it possible to confirm acknowledgment.

6.2. Amendments to this instruction are approved by an employer’s order in compliance with labor legislation and applicable provisions of martial law. An amendment to the instruction does not replace the proper formalization of a change in job function, transfer, or change in essential working conditions.

6.3. A copy of the instruction is kept by the person responsible for personnel documents. The employee is given the opportunity to review the current instruction and obtain a copy.

Prepared by: position ____________ signature ____________ first name and surname ____________________ date ____________

Agreed by: position ____________ signature ____________ first name and surname ____________________ date ____________

Acknowledged by employee: first name and surname ____________________ signature ____________ date ____________

Regulatory framework

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