Ecommerce Customer Success Specialist

3 weeks ago

Richmond BC, Canada Trail Appliances Ltd. Full time

SummaryEcommerce Customer Success Specialist agents manage all incoming eCommerce orders from writing to delivery. Proactively reach out to customers with orders placed; qualifying them through phone or email; upsell products and/or Protection Plans. Confirm stock availability and delivery options, maintain orders with required accessories, missing products/services, and book delivery. Perform other administrative task as requested and assigned by eCommerce team. Take Live Chat leads to sell products directly to customers.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· Engage on phone, email or chat based on customer’s requested communication method· Answer and troubleshoot customer enquiries regarding their eCommerce orders or issues with website through phone, email or chat· Complete assigned monthly assigned list for Comerco Protection Plan contacts· Engage with new customers through Live Chat with the goal of selling productsRequired 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 changeDesired 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· SuppliersWork Environment· Currently remote, working from home (still needs to be based in the Lower Mainland)· Occasional requirements to work from an office· Periodic travel within the Lower Mainland for trainingWhy join Trail:Extended Health BenefitsMerit PerformanceGenerous employee discountsGym membership discountProfessional Development ProgramsEmployee Recognition ProgramCompany eventsPaid Volunteerplus commissionINDHPN

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