Sales & Customer Support Representative

Duties & responsibilities

Who we are
Filterway is a U.S.-based e-commerce company specializing in high-quality water filtration systems and components.

We are looking for a long-term, committed team member to join us in a hybrid sales and support role—someone who’s proactive, detail-oriented, and ready to grow with the company.

Core responsibilities:

* Handle incoming and outgoing customer calls, providing sales information and product support.
* Respond to customer inquiries and process orders, returns, and replacements via email and ShipStation.
* Log customer data and keep CRM profiles up to date by recording all interactions and requested information.
* Manage contacts and leads in Zoho CRM: update details, assign tags, track status, and maintain accurate records.
* Coordinate with the warehouse and fulfillment team to resolve shipping and delivery issues.

Sales & presale activities:

* Qualify and follow up on new leads from the website, email, and marketplaces.
* Re-engage with potential customers who did not complete their purchase.
* Identify upsell opportunities during customer interactions.
* Conduct cold outreach to potential B2B customers.

Reporting & communication:

* Provide regular reporting to management based on assigned duties.
* Report recurring issues, product feedback, and customer complaints for internal review.

Skills & requirements:

* Fluent in American English, both spoken and written — no noticeable accent.
* Minimum 3 years of experience in sales, customer service, or a combined support/sales role.
* Strong understanding of CRM systems; experience with Zoho and other systems is a plus.
* Confident handling inbound and outbound calls, including cold outreach and upselling conversations.
* Ability to manage multiple communication channels (email, live chat, phone) with professionalism and speed.
* Comfortable using order and fulfillment platforms like ShipStation or similar systems
* Excellent organizational skills and attention to detail.
* Strong problem-solving and active listening skills to handle complaints or special cases.
* Ability to work independently, follow workflows, and meet reporting expectations.

Schedule: 8 am - 6 pm EST.

Location: Remote - Anywhere

Skills required for this job:

• Chat support
• Customer relationship management (CRM)
• Customer service
• Email management
• Inbound calls
• Outbound calls
• Sales
• Zoho CRM