Title: Inside Customer Support Representative

Department: Customer Services Division

Management / Non-Management: Non-Management

Immediate Supervisor: Finance Manager

Effective Date: January 2026

Salary Range : $18 - $23

Does this position supervise direct reports: No

Title of direct report: N/A

- Position Summary

The primary focus of this position is to provide superior customer service to the customers of Total Fall Protection both in person and remotely via phone and/or email.The challenge of this position is being able to multitask and provide excellent customer service while maintaining an organized work setting. This position works under moderate supervision with close co-ordination to Post-Inspection Co-ordinator. This position must be available Monday through Friday for day shifts only. Overtime may be required based on operational need and is a condition of employment. This is an in-office position, working from home is not an option. Travel is not required. This is a guideline only and the incumbent may be required to perform other duties, on an ad-hoc or permanent basis.
- Major Responsibilities

CUSTOMER SERVICE / INTAKE (50%):
- On a daily basis:
- Using superior customer service skills, greet in person or telephone clients.
- With a demonstrated knowledge of Total Fall Protection stock and pricing, and using superior customer service, active listening and communication skills, respond to client requests regarding stock status, requests for quotes, training, etc., and work with clients to assist them in choosing the products they need.
- With a demonstrated knowledge of Total Fall Protection stock, pricing and training options, and using superior customer service, active listening and communication skills, work with clients of other associates regarding stock status, requests for quotes, training, etc.
- Following established office practices, and using excellent customer service and communication skills, complete the intake process each time a client brings in equipment to be inspected.
- Following established office practices, and using excellent customer service and communication skills, assist clients who are picking up new equipment for purchase.
- Following established office practices, and with attention to detail, invoice clients and/or process payments via credit card, cash or Purchase Order.

ORDERING, RECEIVING & SHIPPING (40%):
- On a daily basis:
- With a demonstrated knowledge of current inventory levels, expected demand, and estimated delivery times, place orders for new equipment from suppliers, including stock inventory,



and client specific orders, ensuring adequate inventory levels.
- With an eye to required inventory levels, contact vendors for pricing and availability on items.
- With attention to detail, receive shipments, ensuring accurate counts, and noting any possible damages.
- Paying very close attention to details, check the contents of shipments against packing slips and POs for accuracy.
- Accurately enter item receipts into accounting system, specifically noting any items that are customer/job specific.
- Following established office practices, and with great accuracy, pick, write-up data sheets, pack, ship and bill client orders.
- Using excellent communication and problem-solving skills, and with an awareness of the status of expected client specific deliveries, follow-up with vendors on overdue orders, ensuring what is needed has been ordered in their systems and that delivery has been initiated.
- On a weekly basis:
- With an eye to details and a sense of urgency, follow up on outstanding vendor & customer orders to ensure timely delivery.
- On an as Needed Basis
- With a full understanding of the issue(s), contact vendors for RGA’s for defective products – ship returns
- With a full understanding of the issue(s), contact vendors for short shipment.

PREPARING QUOTES (5%):
- On a daily basis:
- With strong attention to details, and following established office practices, create and deliver to client’s accurate written quotes for product or services.

ADMINISTRATION (5%):
- On a weekly basis:
- Showing pride in the store front, and with Covid cleaning guidelines in mind, to ensure a positive clients experience, clean, tidy, and organized store and showroom.
- With an awareness of typical usage of supplies and their current inventory level, and in a fiscally responsible manner, add supplies to order to ensure an adequate available inventory.
- Ensure shipping supplies are replenished.
- On an as needed basis:
- Using best organization skills, maintain inventory.
- On an annual basis:
- Using best attention to details, and following established practices, participate in annual inventory counts.

Education and Knowledge

- Education (preferred):



Post-secondary diploma specializing in Business Administration with a focus on management, finance and/or supply chain.
- Certifications (If applicable): MS Office.
- Skills and Abilities (preferred): Must be self-motivated and a quick learner; demonstrate superior customer service; must be organized, able to manage time and be flexible to tasks; excellent attention to detail skills; must have excellent analytical, problem solving, and logical thinking skills; able to work and make decisions independently; solid active listening and communication skills; must be able to maintain confidentiality with organizational and customer information.
- Professional / Technical Knowledge: MS Office, inventory control, office procedures, purchasing
- Equipment: Computer, phone, printer, scanner.
- Experience (preferred): Two (2) years’ experience working in a customer service position with an inventory management component.
- On-the-Job-Training Time (expected): One (1) year

4. Physical Requirements and Environmental Disadvantages: Lifting up to 50 lbs., kneeling, reaching and repetitive movements when dealing with stock and working on the computer. Intense visual concentration when reading, typing and copying numbers accurately. Minor Disadvantages: Occasional exposure to dust, dirt, and fumes when working in the warehouse; heat and cold when working in the office (variable temperatures). Regular exposure to noise in the office with phones ringing, background noise and machines operating.

Major Disadvantages: N/A

5. Contacts

Describe the most significant internal and external contacts, other than your subordinates. Show the frequency (daily, weekly, monthly, occasionally, and as needed) and the end results or purpose of these working relationships.

Contact

Purpose/Result of Contact

Frequency

President

Provide administrative support; questions regarding products and delivery timelines.

Daily

Finance Manager

Clarification regarding client and vendor transactions.

Daily

Post-Inspection Co-Ordinator

Questions and support regarding follow up actions resulting from on-site inspections.

Daily

Inspection Supervisor

Questions regarding client inspections.

Daily

Vendor Support

Follow up on orders, determining availability and pricing or product.

Daily

Job Types: Full-time, Permanent

Pay: $18.00-$23.00 per hour

Benefits

- Dental care
- Extended health care
- Paid time off

Education:
- Secondary School (preferred)

Language:
- English (preferred)

Work Location: In person

📌 Office Administrator (Dartmouth)
🏢 Total Fall Protection
📍 Dartmouth