Ecommerce Customer Success Specialist - Online Sales (526)

Trail Appliances Ltd.•Richmond, BC

3d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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