Ecommerce Customer Success Specialist

3 weeks ago


Richmond, Canada Trail Appliances Ltd. Full time

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?



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