Shrink-sleeve cans currently available at a 4-5 week lead time.

Customer Service Specialist Apply Now

Austin, TX
Sales
18.50 usd / hour
Fri, Sep 30, 2022
Full time

Who is American Canning?

American Canning is a team of energetic individuals with a shared passion for the craft beverage industry. We are based in Austin, TX but take pride in providing aluminum can packaging solutions to manufacturers worldwide through our mobile canning services, canning machine equipment, supply distribution, and printed can manufacturing.

What is the job?

A Customer Service Specialist is an educator in our product offerings and a consummate service professional. They are the first point of contact for many customers and new beverage brands inquiring about the world of can packaging. Our Customer Service Specialists are generous, yet efficient with their time. They actively listen to the needs of our customers, are tasked with accurately identifying or clarifying issues/concerns, and promptly work to resolve each circumstance with supreme accuracy. From handling general information requests, to assisting with orders, checking order status, and resolving shipping issues, every day has the potential to be different. Candidates must be capable of adapting to changing processes while working towards standardization in all customer-facing efforts. At the end of the day Customer Service Specialists are charged with creating positive, memorable experience for prospective and existing customers.

A successful candidate will….

Be service oriented.

o CS specialists have an innate ability to make clients feel seen, heard, and represented. They deliver value in potentially unexpected ways; the ‘extra touch’ is never far from their mind.

Be a good listener.

o The ability to assist a customer is dependent on the ability to accurately understand the customer’s needs. Customer service specialists are engaged, active listeners who naturally clarify and confirm a course of action, before rushing ahead.

Think critically and be resourceful.

o Customers ask a myriad of questions and immediate answers are not always available. CS specialists can think quickly and critically, applying their knowledge in a variety of circumstances, with the awareness to not over speak or over commit as well.

Speak positively.

o CS specialists engage with hundreds of customers and multiple teams – not everyone is going to be your cup of tea. The ability to speak honestly, yet without negativity towards an account is essential; this includes avoiding gossip and/or creating bias in the office.

Look at the glass half-full; maintain perspective.

o Customer service can have its rough days. While our team works hard to ensure every day is enjoyable, we’re looking for people that have a sense of humor and positive demeanor. The ability to maintain perspective after a tough interaction and not carry it forward it key.

Be an incredible team member.

o As a liaison between many departments, the work of a CS specialist is rarely individual. They work hard to pull their weight for the team and be flexible with events outside their control. They remain positive and understand that working together provides the best customer experience.

Have a love for craft.

o CS specialist will have a passion for craft and/or small business that is evident in all they do.


What do we expect?

  • Outstanding communication and relationship management with all customers and team members.
  • Ability to daily receive, prioritize and respond to multiple points of customer communication.
  • Ability to make a great first impression with new customer contacts – on the phone and via e-mail.
  • Strong attention to detail with diligent and comprehensive notetaking in a CRM environment.
  • Natural tendency to follow-up and follow-through while managing a steady routine of service activity.
  • Collect, organize, and process paperwork with near 100% accuracy.
  • Willingness to research customer history and go the extra mile to get up to date and to assist customers.
  • Ability to work independently with customers, yet collaboratively with multiple teams; ensuring all needs/solutions are widely communicated, accepted, and promoted for the benefit of the customer.
  • Promptly handle customer complaints, as received, escalating, or resolving as able.
  • Willing to help cover responsibilities of other team members during PTO.
  • Participate in sales meetings as requested, either with the team or individual customers.
  • Assist in the implementation of sales/marketing systems as requested.
  • An optimistic individual – sales and customer service aren’t always easy – let’s make it fun!

What is Required?

  • 2-3 years’ experience in a customer service-related role; at least 1 year sales experience preferred.
  • Strong written and verbal communication skills.
  • Ability to think critically and problem solve.
  • Ability to maintain composure and a sense of professionalism within a variety of environments.
  • Excellent organization and ability to track multiple sales/tasks at once.
  • Experience in Microsoft Office Suite (PowerPoint, Word, Excel, Teams, etc.)
  • Experience with CRM software preferred (Salesforce, Zendesk, etc)
  • Experience managing orders within an ERP environment preferred (NetSuite, Sage, Oracle, X3, etc)
  • Experience resolving service tickets in multiple platforms a plus – e-mail, live chat, social media, text, etc.

Benefits:

  • Paid Lunch Breaks
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k + 4% matching)
  • Paid Time Off (Vacation, Sick, Paid Holidays)
  • Family Leave (Maternity, Paternity)
  • Long-Term Disability
  • Fun company get togethers, department outings, and cookouts at the office


If this sounds like you and you are ready to join a fast-paced, goal-oriented team, we hope you’ll consider applying.



2022-09-30|||Austin, TX|||Sales||||||BJRZEh_WkvgWPq-W|||FULL_TIME|||USD|||HOUR|||single|||18.50|||||||||true

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Operations expansion update

Phase 1 of our operations expansion is underway; we are moving warehouses this weekend. While our team is working hard to limit order impacts, lead times will be slightly extended this week (5 business days + transit time). Expedited shipping options and local customer pickup are anticipated to resume Tuesday, 3/15/2022. We appreciate your patience and look forward to better serving you soon.

E-mail us or call 512.931.1226

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