Inbound and Outbound Caller
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Job Description
Remote Inbound & Outbound Caller supporting STERRY’s e-commerce, PR, and marketing customers. Handling calls, emails, orders, refunds, and CRM documentation.
Responsibilities:
- Answer inbound calls from customers, clients, and business partners
- Make outbound calls to follow up on inquiries, confirm order details, and provide delivery updates
- Respond to product, online order, delivery, marketing campaign, and company service inquiries across retail and wholesale channels
- Assist with order tracking, returns, exchanges, refunds, and account inquiries
- Support wholesale and retail order processing, including placing orders, verifying product availability, and entering order details
- Handle marketing and PR service inquiries and direct them to the appropriate team
- Manage retail and wholesale email support, including order inquiries, confirmations, and post-purchase questions
- Provide accurate information about products, pricing, and shipping
- Document customer interactions and maintain current CRM records
- Resolve customer concerns or escalate complex issues to E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams
- Meet customer service metrics for response time, call quality, email reply speed, and customer satisfaction
Requirements:
- Bachelor’s degree in Communications, Business, or related field is a plus; equivalent hands-on experience or a standout portfolio is valued
- At least 2 years of customer service, call center, e-commerce, or client support experience is preferred
- Excellent verbal and written English communication skills
- Strong problem-solving and conflict-resolution abilities
- Comfortable using CRM systems, order management platforms, and basic office software
- Ability to multitask and work efficiently in a fast-paced environment
- Willingness to work flexible schedules when required
- Experience supporting e-commerce platforms such as Shopify, WooCommerce, Amazon, or similar
- Familiarity with digital marketing, public relations, or client services is a plus
- Strong attention to detail and organizational skills
- Customer-first mindset with a positive and professional attitude
- Ability to build rapport with customers and clients while maintaining professionalism
- Willingness to work weekends or holidays if business needs require
- Comfort handling 50–100 inbound calls, emails, or live chats per day
- Experience handling order tracking, returns, refunds, shipping, or product inquiries
- Comfort making cold or warm outbound calls
- Fluent English communication skills
Benefits:
- Full-time employment
- Remote work arrangement
- Equal opportunity employer
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