Ecommerce Customer Success Specialist - Online Sales

Position: 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 (, 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 yearplus commissionINDHPNWe inspire possibilities, make shopping ridiculously easy, and help create special moments  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.