Inbound & Outbound Caller

STERRY; Idaho; Hybrid; USD 38,000 - 55,000; Full time

Benefits offered by this job

Remote work

Equal opportunity employer

Job summary

STERRY Limited is seeking a proactive Inbound & Outbound Caller for a fully remote role. You will handle customer communications across e-commerce, PR, and marketing services, support order processing, and manage inquiries via phone and email.

The ideal candidate has 2+ years in customer service or related roles, excellent English communication, and comfort with CRM systems. Flexible scheduling is required to adapt to client needs, including retail and wholesale channels.

Qualifications

• 2+ years of customer service, call center, e-commerce, or client support experience preferred.
• Excellent verbal and written English communication skills.
• Comfortable using CRM systems and order management platforms.
• Ability to multitask and work in a fast-paced environment.
• Flexible with schedules when required.

Responsibilities

• Answer inbound calls from customers, clients, and partners professionally.
• Proactively make outbound calls to follow up on inquiries and provide updates.
• Respond to questions about products, orders, deliveries, campaigns, and services.
• Assist with order tracking, returns, refunds, and general account inquiries.
• Support wholesale and retail order processing and data entry in the system.
• Manage email support for retail and wholesale customers with timely responses.
• Document all interactions in the CRM and escalate complex issues when needed.
• Meet or exceed customer service metrics such as response time and satisfaction.

Skills

Customer service experience

CRM proficiency

English communication

Multitasking

Professional communication

Education

Bachelor's degree in Communications, Business, or related field

Tools

CRM systems

Order management platforms

Job description

Inbound & Outbound Caller - STERRY Limited

Location: Remote

Job Type: Full-time

Join a dynamic growth marketing agency where precision meets creativity At STERRY, we're not your average marketing agency-we're the rocket fuel behind crowdfunding and e-commerce success. Since day one, we've helped clients generate over $100 million in trackable online revenue through strategies rooted in measurable performance.

The Role

We are looking for a proactive and customer-focused Inbound & Outbound Caller to manage incoming calls, proactively handle outbound calls, and inquiries for our e-commerce, public relations, and marketing services. The ideal candidate is an excellent communicator who can provide exceptional customer support, assist with order- and service-related concerns, and ensure every customer interaction reflects our commitment to quality and professionalism.

What You'll Do

• Answer inbound calls from customers, clients, and business partners in a professional and friendly manner.
• Proactively make outbound calls when necessary to follow up on customer inquiries, confirm order details, or provide delivery updates.
• Respond to inquiries related to products, online orders, deliveries, marketing campaigns, and company services across both retail and wholesale channels.
• Assist customers with order tracking, returns, exchanges, refunds, and general account inquiries.
• Support wholesale and retail order processing by helping customers place new orders, verifying product availability, and accurately entering order details into the system.
• Handle client inquiries regarding marketing or PR services and direct them to the appropriate team when needed.
• Manage email support for both retail and wholesale customers, responding to initial order inquiries, order confirmations, and post-purchase questions.
• Ensure timely and professional email correspondence, addressing customer concerns and providing accurate information regarding products, pricing, and shipping.
• Accurately document all customer interactions - both inbound calls and outbound communications and maintain up-to-date records in the CRM system.
• Resolve customer concerns promptly or elevate complex issues to the appropriate department.
• Escalate complex or unresolved issues to the appropriate department (E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams) with clear and thorough documentation.
• Meet or exceed customer service performance metrics, including response time, call quality, email reply speed, and customer satisfaction scores.

Who You Are

• Education: Bachelor's degree in Communications, Business, or related field is a plus- but what truly matters is what you can build. A standout portfolio or equivalent hands-on experience is just as 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.

What You’ll Bring

• Experience supporting e-commerce platforms (e.g., 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.

STERRY Limited is an equal opportunity employer.