Customer Care Ninja - Cask's Customer Success Support Team


Are you looking for a chance to join a booming company that still has a small-business feel? Cask Global Canning Solutions is a successful and growing company, and thanks to our ongoing success we’re expanding our Customer Success Team.

Cask sends our canning equipment and people all over the world; we love enabling success for our craft beverage customers from very diverse backgrounds. The industries we operate in are modern, entrepreneurial, changing the way the world consumes beverages.

Cask and our canning line products are changing the way that craft beverages are delivered to consumers all around the world and in doing so we are helping to save the world’s resources, making the future more sustainable. Cans are infinitely recyclable. No other drinks packaging can make that statement – we’re proud to say, we’re making a difference. We have grown from less than a dozen staff five years ago to more than 65 today and we've installed more than 1,250 canning systems in over 60 different countries across the world, and now we are looking to recruit another Customer Care Ninja to deliver awesome, thoughtful support to our awesome customers.


About the Customer Care Ninja Role

At Cask, our Customer Care Ninjas are responsible for driving customer happiness and growth through phone, video, chat/text and email-based support and parts order processing. You're going to be on our front-lines and you will act as a connection point, providing product and services information and resolving developing problems that our customers might face, with precision and competence. Your goal is to ensure exceptional service standards are met resulting in happy customers who, without hesitation, will refer Cask to others.

The best customer care people we know are genuinely delighted to help customers. They are tolerant, empathetic and intensely communicative. They love to talk and choose the phone over email which builds the solid relationships required for top tier customer service. They can put themselves in their clients' shoes and advocate for them when necessary. Customer feedback is priceless, and our Customer Success team can gather it for us. Problem-solving also comes naturally - they're confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.

You're going to be on Cask's front lines and you will act as the connection point, providing product/services information and resolving developing problems that our clients might face with precision and competence. You'll give support via phone, email, chat/text and other channels as required. Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.


Responsibilities

First and foremost, you bring an abundance of energy to delivering an awesome, thoughtful customer experience, from start to finish. Your goal is always happy customers who will never hesitate to refer Cask to others.


60% - Build Relationships and Customer Happiness

  • Build sustainable relationships of trust through open and interactive discussions
  • Mechanical/Electrical/Technical troubleshooting
    • Take ownership of customer issues reported and see problems through to resolution and involve internal resources as necessary
    • Provide timely and detailed feedback to customers; provide accurate, valid and comprehensive information by using the right methods/tools
  • Go the extra mile to create memorable moments for the customer where they're left feeling the Cask love
  • Ensure individual and team KPIs are being achieved (see below)


      20% - Order Processing

      • Prepare replacement and warranty parts quotes and orders
      • Follow communication procedures, guidelines, policies and document accordingly,


      20% - Make Things Better Than You Found Them - Knowledge Management and Innovation

      • Document knowledge in the form of knowledge base notes and articles
      • Recommend procedure modifications or improvements as needed
      • Preserve and grow your knowledge of our industry, products, and services.


      Key Performance Indicators (KPIs) for This Role

      • Cask Customer Happiness Survey: 95% happiness and satisfaction
      • Net Promoter Score (NPS): 50
      • Response Timelines: Emails and phone calls returned within one hour


      Requirements

      Our ideal candidate is resourceful and loves to solve problems, helps create things, is energized by interacting with people from all different walks of life and liberally applies a healthy sense of humor while doing so. They thrive when they don’t have all the answers, the process isn’t defined and the tools aren’t built. They are truly entrepreneurial, write their own material, get stuff done without many resources, and adapt quickly. You also have:

      • Customer support experience with a proven track record of making customers happy
      • Experience troubleshooting mechanical/pneumatic/electronic components is an asset
      • Electrical, (industrial) mechanical engineering or automation technology education or equivalent work experience is an asset
      • Familiarity with PLC and HMI operation is not mandatory but considered an asset
      • Capacity to adapt/respond to different personality types and communication styles
      • Experience working within a craft-beverage environment and/or with packaging equipment is considered a strong asset
      • Great problem-solving skills: an ability to multi-task, prioritize, and control time effectively
      • We rely on technology a lot so you must be proficient with relevant software, including CRM software (Salesforce), Microsoft Office 365 (especially Outlook), WhatsApp, Zoom (or other video-conferencing apps) and similar online tools
      • Exceptional written and verbal communication skills including strong phone and active listening capabilities
      • Proficiency in English is mandatory but additional languages are an asset (in particular, French and Spanish)

      Unique to this Role

      Working Hours

      This role will be located at our corporate head office in Calgary, Alberta, Canada. New team members will be assigned a customer portfolio within a specific time zone therefore work hours will align accordingly.


      Working at Cask

      We take care of our people. You’ll receive a base compensation, generous benefits including a health plan, defined contribution pension plan and an eligibility to participate in our annual bonus program. There is real growth potential and advancement opportunities in an exciting and rapidly expanding company.

      Customer Care Ninjas have on-target earnings of approximately $72,000 which is comprised of:

      $50,000-$60,000 annual salary, based on experience
      Potential for up to a 20% annual bonus for outstanding performance

      Want to join the Cask family? We can't wait to meet you!