Customer Experience Representative

Benchmade Knife Company, Inc; Oregon (WI); On-site; USD 34,000 - 42,000; Full time

Job summary

Benchmade Knife Company, Inc is seeking a customer experience specialist to serve as the primary contact across phone, email, chat, and social channels in a manufacturing setting. You will manage inquiries from initial contact to resolution, document interactions, and hand off to internal teams as needed.

The role emphasizes product knowledge, proactive outreach for retention, upsell opportunities, and adherence to SOPs.

Qualifications

• High School Diploma or GED required; 1–2 years of customer service experience.
• Experience in a high-volume, omnichannel environment preferred.
• Familiarity with Zendesk, Shopify and Microsoft Office preferred.
• Excellent verbal and written communication; adaptable by channel.
• Strong ownership and accountability in managing customer cases.
• Emotional intelligence; ability to assess tone, urgency and needs.
• Ability to discuss sales opportunities naturally with customers.
• Detail-oriented with accurate record-keeping and data entry.
• Collaborative across teams and able to work with changing priorities.

Responsibilities

• Serve as a primary point of contact for customers across phone, email, chat, SMS, social media, and web forms.
• Own inquiries from contact to resolution with timely follow-up and precise documentation.
• Troubleshoot and resolve order, payment, delivery, return, engraving, and product concerns.
• Assist with LifeSharp and Warranty questions, coordinating with service teams as needed.
• Provide product guidance and personalized recommendations based on needs and use cases.
• Conduct proactive outbound outreach to support retention and campaigns.
• Identify revenue opportunities during interactions; balance sales with premium service.
• Process orders, returns, credits, claims in line with SOPs and authorization limits.
• Use Zendesk, Shopify, and Microsoft tools to maintain accurate records.
• Represent Benchmade brand voice with empathy and product fluency.
• Apply policies judiciously, escalate when needed to manage risk.
• Share feedback on pain points and improvements with CX leadership.
• Contribute to a positive team culture through collaboration and reliable execution.
• Participate in product launches, training, calibration sessions, and team initiatives.
• Cross-train in other CX functions to support retail, events, or other needs.
• Meet or exceed KPIs such as CSAT, IQS, AHT, AUR, and Customer EDGE commitments.

Skills

Customer service

Multichannel support

Communication

Education

High School Diploma or GED

Tools

Zendesk

Shopify

Microsoft Office

Job description

Job Responsibilities

• Serve as a primary point of contact for customers across phone, email, live chat, SMS, social media direct messages, web forms, and other supported channels.
• Own customer inquiries from initial contact through resolution, providing clear communication, timely follow‑up, accurate documentation, and seamless internal handoffs.
• Troubleshoot and resolve order, payment, delivery, return, refund, engraving, promotion, account, and product‑related concerns efficiently and accurately.
• Assist customers with LifeSharp and Warranty‑related questions, status concerns, and service issues, coordinating with the teams that complete the physical services when additional support is required.
• Provide confident product guidance and personalized recommendations based on customer needs, use cases, and preferences.
• Conduct proactive outbound outreach in support of customer retention, relationship‑building, service recovery, sales campaigns, and other business priorities.
• Identify appropriate revenue opportunities during inbound and outbound interactions, accurately attribute resulting revenue, and balance commercial outcomes with a premium customer experience.
• Process orders, returns, credits, claims, and other approved transactions in compliance with established SOPs, policies, and authorization limits.
• Use Zendesk, Shopify, Microsoft applications, and other customer or business systems to maintain complete and accurate customer, ticket, and transaction records.
• Represent the Benchmade brand voice with confidence, empathy, emotional intelligence, and strong product fluency across every interaction.
• Apply sound judgment when interpreting policies, resolving exceptions, escalating risk, and determining the appropriate path to resolution.
• Identify recurring customer pain points, process gaps, and improvement opportunities, and share actionable feedback with CX leadership.
• Actively contribute to a positive, accountable team culture through collaboration, knowledge sharing, peer support, and reliable execution.
• Participate in product launches, training sessions, calibration activities, and team initiatives to maintain current knowledge and adapt to changing business needs.
• Cross‑train in additional Customer Experience functions and provide support for retail, events, or other business needs as assigned.
• Meet or exceed KPIs, including CSAT, IQS, AHT, AUR, and Customer EDGE commitments.

Qualifications

• High School Diploma or GED required; 1–2 years of customer service experience, preferably supporting a premium consumer brand.
• Experience working in a high‑volume, omnichannel customer service environment preferred.
• Working knowledge of Zendesk, Shopify, Microsoft Office, or comparable customer service and business platforms preferred.
• Excellent verbal and written communication skills, with the ability to adapt tone, channel, and level of detail based on customer needs.
• Demonstrated accountability and ownership in managing customer cases, commitments, tasks, and follow‑up.
• Strong emotional intelligence and the ability to interpret customer tone, intent, urgency, and unstated needs.
• Ability to provide product recommendations and discuss sales opportunities in a natural, customer‑centered manner.
• Strong attention to detail and ability to document interactions, process transactions, and maintain accurate records.
• Proven ability to collaborate effectively across teams and navigate internal dependencies to reach resolution.
• Sound judgment and the ability to apply policies consistently while recognizing when escalation or an exception review is appropriate.
• Growth mindset with openness to feedback, coaching, performance measurement, and continuous learning.
• Ability to multitask, prioritize effectively, and adapt to changing customer volume, channel demand, and business priorities.

Availability

7:30 a.m. – 4:00 p.m., Monday‑Friday. Occasional overtime may be required; advance notice will be provided when possible.

Working Conditions

Working Environment: Office Position in a manufacturing facility. Physical Demands: Lifting up to 25 lbs.; sitting and talking on the phone for extended periods of time; data entry for extended periods of time. Travel Requirements: N/A.