About Ultimate Tools

Ultimate Tools is Canada’s go-to destination for high-performance woodworking tools, machinery, and accessories. We’re a specialty retail environment serving professionals and serious hobbyists who value precision, quality, and expert support. With a curated selection and a hands-on approach, we help our customers elevate their craft—online and in-store.

We’re looking for a well-rounded, solutions-oriented Sales & Support Associate who can bridge in-store service with ecommerce support and day-to-day operations. This role goes far beyond working the sales floor—it's a customer-facing, back-end-supporting position focused on providing expert service across phone, email, web, and in-store interactions.

You’ll manage phone and email inquiries, assist with product orders (in-store and online), help maintain showroom standards, and support general operations. With many of our customers shopping remotely, this position is key to helping us grow strong relationships and deliver a seamless buying experience—whether they walk through the door or reach out from across the country.

Key Responsibilities

Your day-to-day duties may include:

• Handle incoming phone calls and emails related to product inquiries, orders, and quotes
• Assist customers in-store, offering expert product recommendations and support
• Process transactions, returns, and special orders through our POS system
• Generate quotes and sales orders
• Support in Account Management
• Collaborate with the Ecommerce team to support order fulfillment and follow-up
• Proactively reach out to customers (web or phone-based) for upsell or cross-sell opportunities
• Maintain the organization and presentation of the showroom, including pricing and signage
• Monitor and report any discrepancies between web and in-store pricing or product listings
• Participate in regular stock and product display checks to ensure everything is up to date
• Maintain store cleanliness, restocking, and facing product throughout the day
• Support warehouse and shipping team as needed, including light delivery of orders (Class 5 license required)
• Build relationships with returning customers, including tradespeople and shop owners
• Occasionally visit local shops or customer locations (not an outside sales role, but service-focused)
• Participate in product training and ongoing learning to stay current with tool offerings

Qualifications & Requirements

To thrive in this role, you should be able to:

• Provide clear, thoughtful customer support via phone, email, and in-person
• Build trust with both walk-in and remote customers
• Use tools like Excel, POS systems, and order management software with confidence
• Stay organized while handling multiple inquiries and tasks simultaneously
• Lift up to 50 lbs and be on your feet for extended periods
• Manage time well and work independently when needed
• Have a valid Class 5 driver’s license and be comfortable making occasional deliveries
• Take initiative in maintaining the sales floor, including displays, signage, and general upkeep
• Have prior retail, customer service, or phone/email support experience (tool knowledge a strong asset)
• Be proactive in identifying process improvements or customer needs

Who We're Looking For:

This is not a general retail role. We're specifically looking for candidates who have hands-on experience with woodworking tools and equipment—whether from working in cabinet shops, joinery, millwork, or similar trades. You should be comfortable speaking the language of the craft and understanding the needs of customers who rely on precision tools to do professional-level work.

If your background is in big box retail or general hardware sales, this role is likely not the right fit.