ABOUT US

RhinoCo Technology, part of the Cornick Group, has been an integral part of the electronic security industry since 1978. Our company is a family run business and proudly Australian owned after 45 years in operation. Today RhinoCo helps trade customers succeed by providing products, training, and support across a diverse range of products including security, lighting, electrical and solar. We always endeavour to support our valued customer, with the largest range of leading-edge, value for money products with the best technical support in the industry. For more information, please visit our website at http://www.rhinoco.com.au

THE ROLE

Full time, 80 hours per fortnight. Typical shift 8:30AM to 5:00PM, these times are flexible.
The customer service representative provides technical sales support and security system recommendations directly to our customer base of professionals. You will serve customers in-person and via phone and email to build professional relationships, answer technical queries, give product demonstrations, and promote and sell the entire RhinoCo product range.
The role requires you to continuously develop your understanding of RhinoCo products, as well as study established sales techniques and market trends, in order enhance your sales performance and provide the best sales experience possible to our clients.

KEY RESPONSIBILITIES AND MEASURES OF SUCCESS

Self-development
Use any available free time or time allocated by management to learn about both specific RhinoCo products and general sales training methods, and how they apply to your current position. If there is a question asked by a client that you cannot answer, refer to other team members for the answer but take the knowledge onboard so you know for next time.
Measure of success: Within three months of commencement, you should have general knowledge of all RhinoCo products, sufficient to answer all day-to-day questions. You will also keep this knowledge up to date as new products are introduced and new methods of selling created.
Phone calls
Promptly answer incoming customer phone calls and assist clients with customer services issues, regardless of whether they are serviced by you or another sales representative.
Measure of success: When not already assisting a client, all calls to be answered within three rings, with redirections/call-backs set if necessary.
Response and Follow-up
Promptly answer any assigned email, call, customer order, or task and update customer of your progress.
Measure of Success: Emails and calls to be responded to within 30 minutes for urgent enquiries and within the business day for non-urgent enquiries. Orders lodged before 2:00PM processed same-day and to client’s instruction. Client informed of milestones in order progress if required.
Record keeping
All client interactions must be documented within company CRM.
Measure of success: One CRM note made for every client interaction. Note is to specify the aim of the interaction and include any considerations discussed that were important to the customer.
Customer Service Focus
Achieve sales and customer interaction goals as set by management. Work with sales and other staff in the business to answer simple technical-related questions
Measure of Success: Meet pre-set goals for client interaction by persistent lead follow-up and customer engagement. Achieve short- and long-term sales targets set by management.
Go above and beyond
Enhance and improve the current sales experience for customers based on your client interactions. Actively participate in training and team meetings.
Measure of Success: Act upon client feedback and pitch to management any ideas for new offers or procedures which enhance the customer sales experience and add value to our current offers.
Accountability
Document your daily activities.
Measure of Success: Daily activity report completed each day with brief written notes detailing what was completed, problems or challenges faced and any questions. Discuss with management as required.