Job Description
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
INDHPN
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
