Customer Service and Distribution

Customer Service Representative

Entry level salary – $45,000 – $52,000

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services.

Job Description:

Resolve 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

  • Recommend potential products or services to management by collecting customer information and analysing customer needs
  • Prepare product or service reports by collecting and analysing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Go the extra mile to engage customers
  • Greet customers warmly and ascertain problem or reason for calling
  • Follow communication procedures, guidelines and policies


How to become a Customer Service Representative 

There’s no minimum qualification to become a Customer Service Representative, but it may be an advantage to have completed Year 10 or have relevant work experience.  It is recommended to have competed year 12 if you plan to use this role as a stepping-stone into a Sales or Marketing position.  Many large organisations, start their graduates in the Customer Service departments to experience first-hand customer contact.

  1. Develop your skills with administration software, such as MS Office, and your written and oral communication skills. You might also consider completing a Certificate III in Customer Engagement or a Certificate IV in Customer Engagement through TAFE or a Registered Training Course.
  1. If you’re looking to pursue a career in sales, marketing, administration or business, consider completing further study, such as a Bachelor of Business at university.

What’s it like to be a Customer Service Representative

The good things

This is a great entry level role for any career path. You learn how to deal with people and resolve issues.

The challenges

Dealing with abusive or difficult customers can be draining however this teaches you patients.

The good things

Provides a gateway to bigger and better roles. Meant to provide an intro so you can take your skills and ambitions to the next level.

The challenges

Boredom after too many years in the role. Ambition is a key driver to send you to the next level.


Customer Service – Retail Assistant

Entry Level – $40,000 – $45,000 (award rate depending on industry) 

Retail Assistants sell goods and services in stores and shops, and help customers to find what they are looking for. 

Job Description:

  • Preparing the shop for the day, taking payments and orders from customers, restocking items and arranging for damaged goods to be repaired or replaced.
  • Providing advice, recommending products and conducting sales and refunds for customers.
  • Arranging for the transportation of items from other store locations to be delivered if stock is unavailable in one store.

Retail Assistants work in a variety of retail establishments, including food, clothing, home wares, chemists, beauty, hardware, footwear and department stores.

The role of a Retail Assistant involves being responsive to customers on the shop floor, responding to their questions and complaints, while also ensuring the store is presentable and orderly. 

How do you become a Retail Assistant? 

You don’t need any formal qualifications to work as a Retail Assistant, as this is usually an entry-level position and on-the-job training is typically provided. However, qualifications in retail services can help you when you are applying for work as a retail assistant.

  1. Complete a qualification in retail services, such as a Certificate II in Retail Services
  2. If you are looking to further your career within retail, you can work your way up and apply for promotions to more senior roles, such as retail manager, store manager or brand manager.

 What’s it like to be a  Retail Assistant?

The good things 

“Being a retail assistant is an extremely social and rewarding position – it is the perfect job for anybody with strong interpersonal skills that enjoys meeting and interacting with many interesting people on a daily basis. Furthermore, being a retail assistant is a lot more diverse then one might think as the jobs range from serving at the counter, to stocking take, to shelf recovery (moving everything on the shelf forward and making sure it looks neat and tidy), restocking / reorganising shelves, unpacking pallets, cleaning and more, so you will never be bored. Lastly, it is extremely decent pay with somewhat flexible hours (depending on where you work) so it is perfect for busy workers such as students, people with multiple roles, or just anybody that needs a bit if flexibility.”

The challenges 

“There are some challenges around rostering and physical ability that come hand-in-hand with retail. Firstly, especially if you are only a part-time / casual worker due to studying or working other jobs you will most likely be rostered on for a lot of weekend work, which is fine for some people, however, if you are somebody who is very social and uses the weekend to fulfil that social need then you might have to reconsider if retail is for you. Also secondly, retail involves a lot of physical labour in the form of picking up / carrying boxes, using ladders to stack higher shelfs, using a pallet jack to move pallets, and generally standing for 3-4hours without a break so if you have an-injury or simply can’t perform these tasks for whatever reason you may also have to think if retail is the best option for you.”

Warehouse Officer/Assistant

Entry Level Salary – $40,000 – $50,000


Job Description:

  • Use of warehouse management systems
  • RF Scanning
  • Manual handling
  • Working towards deadlines
  • Possibility of use of pallet riders
  • Follow all OH&S policies and procedures

How to become a Warehouse Officer

Formal qualifications are not required to work as a Warehouse Assistant, as some on-the-job training will usually be provided. However, experience in the field is highly regarded, as is specialist training (e.g. being able to operate a forklift).

  1. Gain warehouse experience in your chosen environment (e.g manufacturing, retail, industry). Investigate whether you need qualifications (such as a forklift licence) or if you need to provide your own personal protective equipment (such as hard hat and steel-capped boots).
  2. Consider undertaking qualifications in the field. This may be in logistics of warehouse operations, eg, Certificate III in Warehouse Operations
  1. There are multiple opportunities for Warehouse Assistants who wish to further their career, such as becoming a Warehouse Supervisor or Warehouse Manager or Operations Manager

What’s it like to be a Warehouse Officer 

Warehouse Assistants help manage the flow of products and stock through a warehouse. They are usually responsible for receiving and sending goods to and from the warehouse. Warehouse Assistants must be physically fit and able to lift and move stock in a safe manner. Excellent time management skills, attention to detail and communication skills are required to be an effective Warehouse Assistant. 

The good things 

“Well to start of with work is work but why not do something different I started my role as warehouse assistant and within 2 years I stepped up to become quality control supervisor always something to do any the role is always evolving and for me I like change.”

The challenges 

“The only real challenge is diversity if you can do many different jobs and last in the role of a warehouse assistant you can pretty much do very well at your job.”

Picker & Packer/Casual or Permanent

Entry level salary $40,000 – 45,000  

Picker and Packers are crucial to the smooth operations of warehouses and distribution centres. The qualities and skills that Picker and Packers need to have include being physically fit and able to stand for a long period of time, being able to work in a fast-paced environment, a strong work ethic, in addition to being reliable and punctual.

Many Picker and Packers are employed on a part time or casual basis, and some may be required to work on weekends or public holidays.  These are usually good opportunities for school breaks and busy holiday periods to gain experience. 

Job Description: 

  • Receiving stock, select and preparing goods for dispatch, loading and unloading tucks.
  • Conducting general warehousing duties, which may include machine operation, cleaning and administration.
  • Working within and complying with occupational health and safety guidelines to ensure own safety and that of others.

How to Become a Picker & Packer?

Formal education or qualifications are not required to become a Picker and Packer in Australia. On-the-job training is usually provided, however previous experience in a similar role is highly regarded, as is having specialized skills (such as being qualified to drive a forklift).

  1. Choose an industry and area to work in, such as retail, logistics or manufacturing.
  2. Find out if there are any additional clothing, equipment, safety or certification requirements (such as a drivers licence, forklift qualification, medical check or steel cap boots and a high visibility vest).
  3. Consider completing a vocational qualification to build on the knowledge you’ve acquired on the job, such as a Certificate in Warehousing Operations.

 What’s it like to be a Picker and Packer?

Picker and Packers (also known as Pick Packers) usually work in retail, logistics, wholesale or manufacturing warehouses and distribution centres. ‘Pick’ refers to choosing and picking up the items on the order form or ‘picking slip’, while ‘pack’ refers to packing the order and getting it ready for transportation.

The good things

“Pick packing is a good job as your constantly busy have a lot of support around you and there is always hours even if your casual, the pay rate is decent and keeping busy makes the days go quicker” 

The challenges

“There are some challenges and they would be the heavy lifting and being in a fast-paced environment, but you also have days where it’s not as fast and not as much lifting but the longer your there for the easier it gets.”


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