About the role
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