office administrator

Job Description *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 environment. 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 job description 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 att