Consumer Specialist I - Benchmade Knife Company

Overview

Our Core Values

ELEVATE EVERYTHING – We each bring a specific set of skills to the table, offering up our expertise and resources to enhance the work of others. We challenge each other to be the best in order to achieve enduring value in the eyes of our customers.

BETTER IS BETTER – There is no finish line; we strive for continuous improvement in everything we do. We obsess over every detail to find ways to improve both our products and our process.

UNAPOLOGETICALLY ACCOUNTABLE – We’re open and honest in how we speak and listen. We celebrate each other’s successes, and collectively rally to solve every challenge. We own it!

COURAGEOUS INNOVATION – There are elegant ideas awaiting discovery in everything we do. We push everyone around us to pursue those ideas openly so we can continue to dominate the category.

COMMUNITY DRIVEN - As a family business, we understand the importance of enriching the communities we call home. As a company, and as individuals, we work to make our expertise available to do the most good for those around us.

Consumer Specialist I              

The Consumer Specialist I is the primary customer service contact for direct consumers at Benchmade Knife Co., Inc. This position is responsible to deliver exceptional customer service, commensurate with our premium brand. Communication with the consumer may occur by phone, email, or live chat.

Responsibilities

Job Responsibilities:

• Answer all customer queries via phone, email or chat regarding product availability, pricing, promotions and ship dates
• Advise consumers as to locations where Benchmade products can be purchased
• Assist consumers placing orders on Benchmade B2C website
• Follow up promptly on any outstanding consumer issues, troubleshoot and professionally resolve in a timely manner
• Generate and process orders received from consumers via email, fax, phone and/or standard mail
• Confirm order receipt, trace shipments in transit and place claims with third party shippers if necessary
• Research and process returned mail
• Process product returns and issue credit invoices on a timely basis
• Provide backup phone assistance for Product Service & Warranty Specialist
• Act as back up for Receptionist and Retail Store for breaks, lunch and absences
• Act as back up for Account Specialists when necessary
• Attend trade shows to build relationships with consumers and enhance our brand experience
• Identify improvement opportunities and coordinate with Customer Service Supervisor to evaluate options
• Cross train in various roles within Customer Service
• Gain product knowledge and answer product questions
• Attend occasional training / team building exercises outside of regular schedule

Qualifications

Qualifications:

• A High School Diploma or GED equivalent, and 1-2 years of customer service experience, preferably with a premium brand is required. Equivalency to the qualification standard will also be considered.
• Knowledge of Customer Relationship Management (CRM) & Automatic Call Distribution (ACD) call center phone systems highly preferred
• Understanding of the importance of Customer Intimacy and providing top notch service
• Strong computer skills with thorough knowledge of Microsoft Office
• Knowledge of Syspro a plus
• Exceptional teamwork skills
• Excellent business communication skills, both written and verbal
• Ability to multi-task in a fast paced environment
• Ability to adapt to change quickly in an ever changing/growing organization
• Able to work independently and be flexible to address ever changing priorities, with strong accountability
• Must have a sense of urgency and ability to meet deadlines
• Positive working attitude

 Working Conditions:

• Working Environment: Onsite 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: As needed, less than 5% of the time (trade shows)

Benchmade offers our employees a wide variety of comprehensive rewards and benefits including:

• Competitive pay
• Cash profit sharing and performance incentives
• Medical including Prescriptions and Vision
• Dental including Orthodontia
• Short-Term and Long-term Disability
• Life & Accidental Death and Dismemberment
• 401K with company match
• Fitness Center Reimbursement
• Pay for time off, including holiday, bonus holidays, vacation, sick, bereavement and jury duty
• Employee Assistance Program
• Flexible Spending Account
• Outstanding employee discounts on Benchmade products and other partner companies
• Tuition reimbursement
• Targeted development planning and learning opportunities
• Employee and family events throughout the year
• Most importantly, Benchmade provides a fun, family oriented and entrepreneurial work environment

This is an exciting time to be part of a company on the verge of even greater success.  If you think you have what it takes to be part of a company that strives to create a working environment that stimulates team spirit, passion, engagement, and achievement, complete an application today.  Please include a resume with your online application.

Benchmade Knife Company, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status, age, disability or genetics. In addition to federal law requirements, Benchmade complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, benefits, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For more information about our commitment to equal employment opportunity, please see this government poster: Know Your Rights: Workplace Discrimination is Illegal. If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact TalentAcquisition@benchmade.com or 1-800-800-7427.