Multichannel Customer Experience Specialist

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

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.