Ecommerce Customer Success Specialist

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 11 showrooms, a Clearance Centre, and offices in Richmond and Annacis Island. Join our team of trailblazers

• *Summary**
• *Responsibilities**
• Proactively reach out to customers that have submitted an eCommerce order
• Seek out upselling opportunities eg: Protection Plan attachment or product reselection
• Assist customer with stock tagging, booking deliveries, maintaining orders and submitting PORs
• Manage eCommerce book of business on a daily basis using multiple platforms (eg:.Zendesk, Magento, Syspro plus other custom programs)
• Post eCommerce payments and reconcile at the end of the business day
• Complete assigned monthly assigned list for Comerco Protection Plan contacts
• Engage with new customers through Live Chat with the goal of selling products
• *Required Skills**:
• Extremely high attention to detail
• Excellent writing and typing skills
• Excellent phone manner
• “Customer first” mentality
• Willingness to learn about appliances
• Able to switch between tasks quickly and efficiently
• Adapts easily to change
• **
• *Desired Skills**
• Exceptional Customer Service
• Some knowledge of Syspro and Trail systems
• Some knowledge of Zendesk
• Advanced level of professional English writing
• Some appliance knowledge (optional)
• **
• *Interacts With**
• Customers
• eCommerce and Online Sales Teams
• All internal Trail departments
• Suppliers
• **
• *Work Environment**
• Currently remote, working from home
• Occasional requirements to work from an office
• Periodic travel within the Lower Mainland for training

INDHP

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