Ecommerce Customer Success Specialist - Online Sales (526)

Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast-growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC's major markets. Join our team of trailblazers! Our core values:  Integrity – We do what’s right, even when no one is looking.   Improvement – We do it well. Then we do it better.   Caring – We put ourselves in others’ shoes.  Authenticity – We like people, not pretense.   Determination – We kick down walls.  As an eCommerce Customer Success Specialist at Trail Appliances, you will provide an exceptional online customer experience from the moment a customer places an order through delivery and beyond. You’ll take a consultative approach to sales, ensuring customers have the right products, understand key installation requirements, and feel confident in their purchase decisions. In this fast-paced, customer-first role, you’ll manage a high-volume eCommerce pipeline, proactively engage customers, and collaborate across teams to deliver seamless, end-to-end service. As a Ecommerce Customer Support Specialist, you will Proactively connect with customers who have placed online orders to confirm details, identify needs, and ensure all considerations (e.g., electrical requirements, product compatibility, stacking capabilities) are addressed Deliver a consultative sales experience by recommending protection plans, accessory add-ons, and alternative products when needed Manage product availability, allocate stock, communicate timelines, and coordinate delivery and installation services Own and manage your eCommerce book of business daily using multiple systems (Zendesk, Commerce Tools, Microsoft D365 and other internal platforms) Process and reconcile payments, including posting transactions and issuing refunds Engage with customers across phone, email, and live chat based on their preferences Troubleshoot customer questions related to orders, products, and website experiences Complete assigned outreach campaigns, including Comerco Protection Plan follow-ups Proactively engage new customers via live chat with the goal of qualifying leads, driving sales, and delivering exceptional service To be successful in this role you bring A strong sales mindset with previous sales experience Exceptional attention to detail and accuracy Excellent written communication, typing skills, and professional phone presence A “customer-first” approach with a passion for delivering outstanding service Strong technical proficiency and comfort navigating multiple systems Ability to multitask and shift priorities efficiently in a fast-paced environment Self-motivation with the ability to work independently within a collaborative team A willingness to learn and develop product knowledge in appliances Flexibility and adaptability in a changing environment The experience we like to see Appliance or industry knowledge Advanced professional writing skills in English Strong customer relationship management experience Critical thinking and problem-solving skills Experience with payment processing Who you’ll work with Trail Appliances customers eCommerce and Online Sales teams Website, merchandising, and marketing teams Customer support teams Logistics and internal support teams Retail sales teams and leadership Vendors and suppliers Work environment Primarily remote (work from home) with occasional in-office requirements Periodic travel within the Lower Mainland for training Schedule: 5 days per week, rotating weekends required Hours: Monday–Saturday: 8:30 AM – 5:00 PM Sundays & holidays: 10:30 AM – 5:00 PM Peak sales periods may require additional hours Full-shift computer-based role requiring work across multiple monitors Why join Trail Appliances? Extended Health Benefits Merit Performance Generous employee discounts  Professional Development Programs  Employee Recognition Program Company events