Senior Sales Support Agent

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 trailblazersOur 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. We have everything we need to inspire our customers. Except you.The Senior Sales Support Agent ensures delivery of excellent customer service through timely and accurate support for Builders, Designers, and Key Account Managers, from post-sale through to delivery. The Sales Support Agent maintains contact with the customer throughout, collaborating with internal departments (Purchasing, Dispatch/Delivery, etc.) to achieve and maintain high levels of customer serviceAs a Senior Sales Support Agent, you willField customer inquiries by telephone, email and text about their order details from post-sale to delivery Place outbound calls to customers arranging payment, installation, delivery and/or update to order details Support inbound inquiries from sales team in regard to processing of order and status Proactively communicate with internal departments through phone and email to ensure stock and shipment of product to customer’s home or job site Maintain accurate records of customer files, shipment dates and order activity information Update and maintain customer files and data base with ship dates, payment details and customer informationInvestigate and follow up on customer problems resolving escalated issuesTo be successful in this role you areDetail-oriented, organized with excellent analytical and problem-solving skills A strong attention to detail and exceptional customer service skills, as this role interacts directly with Builders, Designers, and Key Account ManagersAble to work in tight deadlines, multitask, establish priorities, work and think independently and an aptitude for creative, out-of-the-box problem solvingAble to work collaboratively in a team environment and able to work independently Excellent in verbal and written communication skills in EnglishSchedule: Monday to Friday or Tuesday to Saturday, 8:30 AM to 5:00 PM (based on business needs)The experience we like to seeWorking knowledge of Microsoft Office: Excel, Outlook and Word Minimum completion of high school or equivalent education Minimum 3 years Customer Service Experience Call Centre experience an assetExperience using Zendesk an asset Bonus pointsPreference given to candidates who are fluent in Mandarin/Cantonese or Punjabi/Hindi Experience with de-escalating customer service issuesSuperior interpersonal, verbal and written communication skillsThe ability to remain calm during times under stressful situations Why join Trail?Extended Health BenefitsMerit PerformanceGenerous employee discounts Professional Development Programs Employee Recognition ProgramCompany events$ - $ an hourWe inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are 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.