Ecommerce Customer Success Specialist - Online Sales (526)

About the position As an eCommerce Customer Success Specialist at Trail Appliances, you will provide an exceptional online customer experience from the moment a customer places an order through delivery and beyond. You’ll take a consultative approach to sales, ensuring customers have the right products, understand key installation requirements, and feel confident in their purchase decisions. In this fast-paced, customer-first role, you’ll manage a high-volume eCommerce pipeline, proactively engage customers, and collaborate across teams to deliver seamless, end-to-end service. Responsibilities • Proactively connect with customers who have placed online orders to confirm details, identify needs, and ensure all considerations (e.g., electrical requirements, product compatibility, stacking capabilities) are addressed • Deliver a consultative sales experience by recommending protection plans, accessory add-ons, and alternative products when needed • Manage product availability, allocate stock, communicate timelines, and coordinate delivery and installation services • Own and manage your eCommerce book of business daily using multiple systems (Zendesk, Commerce Tools, Microsoft D365 and other internal platforms) • Process and reconcile payments, including posting transactions and issuing refunds • Engage with customers across phone, email, and live chat based on their preferences • Troubleshoot customer questions related to orders, products, and website experiences • Complete assigned outreach campaigns, including Comerco Protection Plan follow-ups • Proactively engage new customers via live chat with the goal of qualifying leads, driving sales, and delivering exceptional service Requirements • A strong sales mindset with previous sales experience • Exceptional attention to detail and accuracy • Excellent written communication, typing skills, and professional phone presence • A “customer-first” approach with a passion for delivering outstanding service • Strong technical proficiency and comfort navigating multiple systems • Ability to multitask and shift priorities efficiently in a fast-paced environment • Self-motivation with the ability to work independently within a collaborative team • A willingness to learn and develop product knowledge in appliances • Flexibility and adaptability in a changing environment Nice-to-haves • Appliance or industry knowledge • Advanced professional writing skills in English • Strong customer relationship management experience • Critical thinking and problem-solving skills • Experience with payment processing Benefits • Extended Health Benefits • Merit Performance • Generous employee discounts • Professional Development Programs • Employee Recognition Program • Company events

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