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
$44,000 - $44,000 a year
plus commission
INDHPN
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
