Ecommerce Customer Success Specialist - Online Sales (526)

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.

• 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

• 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

• 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

• 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

• 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