Customer Service and Sales Representative
Full-Time | Remote | Latin America

Company Overview

Wayne Grace Lane, LLC is a growing e-commerce holdings company managing multiple consumer brands. We are looking for a dependable, sales-driven professional who can provide excellent customer support, convert customer inquiries into sales, and take ownership of the customer experience.

Our team values professionalism, accountability, independent work, and cross-functional collaboration. We provide training and opportunities for team members who demonstrate initiative, adaptability, and a willingness to expand beyond their core responsibilities.

Job Summary

We are seeking an experienced Customer Service and Sales Representative to support customers across phone, email, live chat, and other communication channels.

The successful candidate will serve as a primary point of contact for customers, assist with orders and product questions, resolve complaints, follow up with prospective customers, and identify opportunities to close sales, upsell products, and increase customer retention.

This is not a passive customer-service position. We need someone who is confident speaking with customers, comfortable handling sales conversations, and capable of turning customer inquiries into positive outcomes and revenue.

The role combines the customer-support responsibilities from the existing CSR position with the customer-facing sales and closing responsibilities included in the Brand Manager role.

Key ResponsibilitiesCustomer Service

- Provide courteous, professional, and timely assistance through phone, email, live chat, and social media.
- Respond to product questions, order inquiries, delivery concerns, and general customer requests.
- Resolve customer complaints and service issues with professionalism and sound judgment.
- Aim for first-contact resolution whenever possible.
- Maintain a positive customer experience throughout every interaction.
- Conduct proactive outreach to confirm customer satisfaction and address unresolved concerns.

Sales and Lead Conversion

- Respond to inbound customer inquiries and guide customers toward the appropriate product or solution.
- Take sales calls and confidently communicate product features, benefits, pricing, and value.
- Follow up with prospective customers who have expressed interest but have not completed a purchase.
- Identify opportunities to upsell and cross-sell relevant products.
- Address customer objections and concerns to support purchasing decisions.
- Recover abandoned carts, incomplete orders, and missed sales opportunities when assigned.
- Meet individual sales, conversion, and revenue targets.
- Maintain accurate records of sales conversations, follow-ups,



and outcomes.

Order and Account Management

- Process customer orders accurately and verify shipping, billing, and product information.
- Assist customers with order tracking and delivery-status updates.
- Handle returns, refunds, exchanges, cancellations, and replacements according to company policies.
- Coordinate with logistics, fulfillment, finance, marketing, and other departments to resolve customer issues.
- Maintain accurate and updated customer information in the company’s systems.

Product and Brand Knowledge

- Develop a thorough understanding of the company’s products, brands, offers, and policies.
- Clearly communicate product features, benefits, instructions, and appropriate use.
- Stay informed about new product launches, promotions, inventory updates, and policy changes.
- Represent the company and its brands consistently and professionally during customer interactions.
- Collect recurring customer feedback and report product or service issues to management.

Reporting and Performance

- Track customer-service and sales activity within the designated CRM or reporting system.
- Monitor assigned performance metrics, including:
- Response time
- Resolution time
- Customer satisfaction
- Sales conversion rate
- Revenue generated
- Upsell and cross-sell results
- Follow-up completion
- Attendance and schedule adherence
- Participate in coaching, quality-assurance reviews, sales training, and performance evaluations.
- Provide management with updates regarding customer concerns, sales opportunities, and recurring operational issues.

Required Qualifications

- At least one to two years of experience in customer service, sales, call-center operations, e-commerce, or a related position.
- Strong spoken and written English.
- Spanish fluency or native-level Spanish proficiency.
- Experience handling customer calls and sales conversations.
- Demonstrated ability to close sales, follow up with leads, or meet performance targets.
- Excellent communication, listening, negotiation, and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to manage a high volume of customer interactions while maintaining accuracy.
- Comfortable working independently with limited supervision.
- Reliable, organized, accountable, and responsive.




- Able to work in a fast-paced environment and manage multiple priorities.
- Willingness to work during assigned United States business hours, including occasional weekends or holidays when required.

Preferred Qualifications

- Previous experience supporting an e-commerce company.
- Experience with Shopify.
- Experience with Gorgias, Aircall, or similar customer-service platforms.
- Experience using CRM and sales-pipeline systems.
- Experience with order management, payment issues, returns, refunds, and fulfillment coordination.
- Experience in inbound sales, telesales, lead qualification, or account management.
- Familiarity with customer-service and sales KPIs.
- Experience working remotely for a United States-based company.

Equipment and Remote-Work Requirements

Candidates must have:

- A reliable computer suitable for full-time remote work.
- Stable high-speed internet.
- A professional headset with a clear microphone.
- A quiet and professional working environment.
- A backup internet or connectivity solution.
- Reliable availability during the assigned work schedule.

Ideal Candidate

The adecuado candidate is:

- Customer-focused but commercially aware.
- Confident and persuasive without being aggressive.
- Comfortable taking ownership of customer issues.
- Capable of building trust with customers quickly.
- Consistent in following up on leads and unresolved concerns.
- Motivated by both customer satisfaction and sales performance.
- Able to learn products quickly and communicate their value clearly.
- Proactive, resourceful, and comfortable working in a growing organization.

Employment Details

- Position: Customer Service and Sales Representative
- Employment Type: Full-time
- Work Arrangement: Remote
- Location: Latin America
- Schedule: United States business hours
- Compensation: Starting at $5 per hour, subject to experience, English proficiency, and demonstrated sales ability

Application Instructions

To confirm that you have read the complete job posting, include the following statement on the first line of your application:

“I’ve read the full job posting, and 6+5=11.”

Applications that do not include this statement may not be considered.

Please also submit:

- An updated résumé or CV
- A Google Drive link to your résumé, with viewing permissions enabled
- A short voice recording introducing yourself and describing your customer-service and sales experience
- A brief explanation of your experience handling sales calls, customer objections, and complaint resolution
- Your internet speed-test results
- Your computer specifications
- Your available working hours and time zone

Job Type: Full-time

Work Location: Remote

📌 Customer Service and Sales Representative (Colombia)
🏢 Wayne Grace Lane
📍 Colombia