Trail Appliances is the leading independent appliance retailer in Western Canada. With 12 showrooms, a Clearance Centre, and offices in Richmond, Vancouver, Annacis Island, and Cloverdale, we’re a fast-growing company with over 500 employees in British Columbia.
The E-Commerce Client Success Specialist will be managing all incoming e-commerce orders via our website. Proactively reaching out to customers with orders placed; qualifying them through phone calls; up-sell products and/or warranty plans via phone and email as required. Confirming stock availability and delivery options. Secondary to this would you will be maintaining the current book of orders and other administrative task as requested by e-commerce team
As E-Commerce Client Success Specialist you will…
Proactively reach out to customers that have submitted an e-commerce order
Seek out upselling opportunities eg. Warranty attachment or product switch
Assist customer with stock allocation or re-allocation, booking deliveries and also submitting Manage e-commerce book of business on a daily basis
Manage on line Online Product Expert books of business
Engage with customers via phone, email and chat based on preferred communication method
Complete assigned monthly email list for Comerco warranty reach outs (approx. 300 emails per month) and following up on inquiries
The skills we need…
Extremely high attention to detail
Excellent writing and typing skills
Excellent phone skills “Customer first” mentality
Willingness to learn about appliances
Ability to sell and up-sell while focused on customer needs
The experience we need…
Working knowledge of Microsoft Office: Excel, Outlook and Word
Minimum completion of high school or equivalent education
Minimum 2 years Customer Service Experience
Call Centre experience an asset, but not a must
Experience using Zendesk an asset
Experience using Magento Commerce an asset
Bonus points for…
Fluency in a second language Mandarin/Cantonese or Punjabi/Hindi
Superior interpersonal, verbal and written communication skills
The ability to remain calm during times under stressful situations
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. Are you ready to meet your team?