About Us
TMG Industrial is a trusted supplier of industrial products, proudly offering over 700 items across diverse categories — including outdoor storage structures, machinery attachments, shop equipment, and farming and agricultural implements. As an industry leader, TMG Industrial has become one of the fastest-growing industrial brands in North America.
With nearly two decades of experience and headquartered in Richmond, BC, the company operates distribution warehouses across Canada and the United States — and is now expanding into Australia. Join us as we establish our presence down under and be part of our exciting global growth journey.
Position Overview
We are seeking a Customer Support Representative who will play a key role in driving TMG Industrial’s sales growth while delivering exceptional support to our customers in Australia.
This position requires a highly motivated, customer-focused individual with strong communication skills, a passion for helping clients find the right solutions, and the ability to understand market trends, customer needs, and business opportunities.
This Canada-based role supports the Australian market and requires strong communication skills, a customer-focused mindset, and prior experience working with Australian clients or within the Australian industrial sector.
Although the role primarily serves Australian operations, it may also support Canadian and US markets as needed.
What You’ll Be Doing:
Customer Support Responsibilities
- Monitor, respond to, and thoroughly address customer service concerns through multiple communication channels (ticketing system, web chat, phone calls, emails, etc.).
- Learn and understand products available to customers and be able to answer questions appropriately.
- Provide technical assistance, troubleshooting, and product support to customers, with an understanding of Australian standards and customer expectations.
- Process and validate customer parts and warranty requests.
- Document customer interactions and technical issues in the company's CRM system, such as Zendesk, MS SharePoint.
- Assist in the creation of technical documentation, FAQs, and support resources.
Sales Responsibilities
- Process timely and accurate quotations to customers via email or phone.
- Ensure customers remain engaged during the entire sales process by creating urgency, emphasizing value, and actively following up quotes to close the deal.
- Build, manage and maintain positive relationships with existing and prospective customers.
What You Bring:
- Minimum of 2 years Australian working experience in customer service, sales, or a related field; experience in industrial, agricultural, or automotive sectors is an asset.
- Excellent communication and active listening skills, with the ability to explain technical concepts to non-technical customers.
- Strong organizational skills to manage multiple customer needs and follow-ups in a timely manner.
- Working knowledge of Shopify & Zendesk and experience with other e-commerce platforms is an asset.
- Experience as a mechanic, handy person, or with technical products is considered a plus.
Work Schedule
This role supports the Australian market and requires availability during Australian business hours and alignment with the Australian holiday schedule.
Expected working schedule:
- Sunday to Thursday
- 2:00 PM – 11:00 PM PST/PDT (BC Time)
Schedule may vary slightly depending on daylight savings changes between Canada and Australia.
This position follows a hybrid work arrangement, with time split between working from home and our Richmond, BC head office.
Why Join Us?
- Be part of a fast-growing company with exciting international expansion.
- See your work make a direct impact on operations and growth.
- Work alongside a collaborative, driven, and entrepreneurial team.
Pay: $48,000.00-$60,000.00 per year
Benefits:
- Commuter benefits
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Are you comfortable working in a hybrid setup between home and our Richmond, BC office?
- This role follows the Australian timezone and holiday schedule. Are you comfortable working within this schedule?
- Do you have previous experience supporting Australian customers or working within the Australian timezone? Please describe briefly.
Work Location: Hybrid remote in Richmond, BC
