Customer Service Representative

Canekast is rethinking and rebuilding manufacturing in the US by building a network of facilities and knowledge workers across the globe. Our facilities engineer, manufacture, and distribute to some of North America’s top manufacturers. We are looking for passionate and energetic people excited about manufacturing, supply chain, and the technologies we use, to remake these industries!
We are looking for a Customer Service Representative to join our Shared Services Team, a global team of highly energetic and intelligent individuals supporting our manufacturing facilities in areas including quoting, engineering, accounting, customer service, and software development. Shared services is remote and async position allowing you to work from anywhere, on your own schedule. Working through Shared Services, you will have the opportunity to be part of multiple companies, interact with top customers, and have exposure to vast industries. As the team grows, there will be ample opportunity for specialization and growth.
You’ll be a great fit if
• You love global supply chain and manufacturing
• Like to make people feel important
• Enjoy a challenging customer
• Appreciate that quick answers to customers go a long way
• You have put in your time learning, and are ready to be part of something that is growing
Day to day responsibilities will include
• Rapid Response Rate: Respond to customer inquiries within a set time frame (e.g., within 24 hours), ensuring customers feel heard and valued.
• Effective Problem Resolution: Resolve customer issues on the first contact, minimizing the need for follow-up interactions. This includes efficiently navigating the ERP system to find necessary information.
• Customer Satisfaction Improvement: Regularly achieve high customer satisfaction ratings, indicating that customers feel well-supported and their needs are met with empathy and expertise.
• Development of Customer Support Resources: Create and maintain comprehensive lists and spreadsheets that streamline customer service processes, leading to quicker and more accurate responses.
• Positive Feedback Acquisition: Garner positive feedback or testimonials from customers, indicating successful interactions and a high level of customer service.
• Efficient Information Gathering: Demonstrate skill in obtaining necessary information from customers during calls, leading to more effective and timely problem-solving.
• Proactive Customer Engagement: Show initiative in reaching out to customers for feedback, information updates, or proactive support, contributing to an enhanced customer experience.
• Reduction in Repeat Inquiries: Achieve a measurable reduction in repeat inquiries on the same issue, indicating effective and clear communication in initial interactions.
• Continuous Improvement Contribution: Regularly provide insights and suggestions for improving customer service processes, based on direct interaction with customers and understanding of their needs.
• Team Collaboration Efficiency: Collaborate effectively with other team members to ensure comprehensive support for customers, including efficient hand-offs when necessary.
Skills you should have
• Friendly and Positive demeanor
• Problem solving approach
• Excellent communication skills, both verbal and written
• Attention to detail and accuracy of work
• Ability to work in a dynamic work environment with multiple projects at once
• Ability to manage time well and complete tasks
• Personal desire to learn and grow
What this looks like for you
• This job is a remote job and a WFH opportunity
• This position is as an independent contractor to start, with opportunity to join the company full time as you grow
• You will need to have access to a computer and internet
• You will have an opportunity to directly influence both our firm and the manufacturing sites we assist
How we work at Canekast
Canekast is a like a startup, inside of a decades old business, working in a centuries old industry, using millennia old technology. We work on a remote and async platform using various applications to share data, communicate, and collaborate. We focus more on outcomes than duties, and results over hours. We have fun in and out of work, and always keep top of mind that work should support life, not the other way around.
If this sounds like somewhere you’d like to dive into, and a team you’d love to be part of, then send a resume and a quick informal paragraph on why you’d love to join!
We look forward to hearing from you!