Retail Sales Assistant - Tool Repair

Total Tools; Rockhampton Regional; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive wages

Flexible rosters

Ongoing product training

Job summary

Total Tools Rockhampton is seeking a Full Time Retail Sales Assistant with a real passion for tools and trades. This role emphasizes customer service and the ability to work across sales and repairs teams in a busy store environment.

You will handle repairs and warranty processing, liaise with suppliers, and support customers with timely updates. A proactive, detail‑oriented approach and comfort with computer systems will help you succeed in this role.

Qualifications

• Strong organisational skills with excellent attention to detail.
• Confident communication skills and a customer‑first approach.
• Ability to manage multiple tasks and prioritise workloads effectively.
• Strong administration, computer and data‑entry skills.
• A proactive approach to following up outstanding tasks and meeting deadlines.
• Ability to work independently and as part of a team.
• Experience in retail, customer service, administration or warranty processing is highly regarded.
• Knowledge of power tools, trade equipment or the hardware industry would be advantageous but is not essential.

Responsibilities

• Manage all inbound and outbound repairs, warranty claims and service requests.
• Accurately process, record and track repairs and warranty claims through internal systems.
• Liaise with suppliers, manufacturers and authorised repair agents to ensure timely resolutions.
• Coordinate the dispatch and receipt of tools and equipment requiring repairs or assessment.Proactively follow up outstanding repairs and warranty claims to minimise turnaround times.
• Communicate with customers regarding repair progress, expected timeframes and outcomes.
• Ensure all warranty documentation, proof of purchase and claim details are accurately maintained.
• Work closely with the sales and management teams to resolve customer enquiries and concerns.
• Maintain an organised, efficient and compliant repairs and warranty area.

Skills

Customer service

Communication

Time management

Administration

Data entry

Teamwork

Tools

Computer systems

Job description

Total Tools Rockhampton is looking for a Full Time Retail Sales Assistant, who has a real passion for tools & trades. This is an exciting opportunity for you to utilise your current skills and experience within a growing and diverse business.

This position will suit a motivated individual with strong attention to detail and a focus on customer service. Working with a variety of team members and customers, you will have excellent interpersonal skills and the ability to build solid, long‑term relationships.

What will you be doing?

• Manage all inbound and outbound repairs, warranty claims and service requests.
• Accurately process, record and track repairs and warranty claims through internal systems.
• Liaise with suppliers, manufacturers and authorised repair agents to ensure timely resolutions.
• Coordinate the dispatch and receipt of tools and equipment requiring repairs or assessment.Proactively follow up outstanding repairs and warranty claims to minimise turnaround times.
• Communicate with customers regarding repair progress, expected timeframes and outcomes.
• Ensure all warranty documentation, proof of purchase and claim details are accurately maintained.
• Work closely with the sales and management teams to resolve customer enquiries and concerns.
• Maintain an organised, efficient and compliant repairs and warranty area.

Does this sound like you?

• Strong organisational skills with excellent attention to detail.
• Confident communication skills and a customer‑first approach.
• Ability to manage multiple tasks and prioritise workloads effectively.
• Strong administration, computer and data‑entry skills.
• A proactive approach to following up outstanding tasks and meeting deadlines.
• Ability to work independently and as part of a team.
• Experience in retail, customer service, administration or warranty processing is highly regarded.
• Knowledge of power tools, trade equipment or the hardware industry would be advantageous but is not essential.
• Comfortable with technology – computer literacy is a must
• Available for weekdays, weekends, and some public holiday work

Why work for us?

For 30 years, Total Tools has operated as the ultimate tool shop, delivering the right tools and advice for our customers, who are building the future! We are the first choice for trade quality tools and best of all, most of our nationwide stores are locally owned and operated.

In 2020, we were proud to join the Metcash group, alongside brands such as IGA, Mitre 10 and Home Timber and Hardware (just to name a few). While continuing to operate as separate entities, we are working together on opportunities that generate long‑term growth and value for the independent sector. Join us, and you are joining the biggest and the best in the industry!

Our operating model is one that respects and invests in our team and customers. We live by our values- Champion Customers, Results Matter, Better Together, Give a Damn & Back Local Brilliance!

We also offer:

• Competitive wages, with flexible rosters
• Ongoing product training in market leading brands like Bosch, Makita, Milwaukee, and many, many more
• Commitment to ongoing job security, development, and growth

Total Tools is a proud equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based upon skills, qualifications, and merit.

Only applicants with valid working rights in Australia will be considered for this position.