Sales and Distribution Support Specialist

Working at Trail Appliances means joining an entrepreneurial-minded, driven team dedicated to delivering an exceptional customer experience. 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. We have everything we need to inspire our customers. The Sales Support Agent ensures delivery of excellent customer service through timely and accurate support of retail and single-family builder orders, 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 service

As a Sales Support Agent, you will

Field 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 information
Investigate and follow up on customer problems resolving escalated issues
Excellent in verbal and written communication skills in English
Schedule: Monday to Friday or Tuesday to Saturday, 8:30 AM to 5:00 PM (based on business needs)

Working knowledge of Microsoft Office: Excel, Outlook and Word
Minimum 2 years Customer Service Experience
Call Centre experience an asset
Experience using Zendesk an asset
Bonus points

Preference given to candidates who are fluent in Mandarin/Cantonese or Punjabi/Hindi
Experience with de-escalating customer service issues
Merit Performance
We inspire possibilities, make shopping ridiculously easy, and help create special moments at home. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. If you would like more information about how your data is processed, please contact us.