Sr. Product Services Manager - Benchmade Knife Company

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.

Sr.  Product Services Manager

The Sr. Product Services Manager leads the Product Services department with day-to-day operation of Benchmade’s Product Services Department to include general warranty/repair functions and the LifeSharp Program. This role is responsible for maintaining the highest level of customer satisfaction by ensuring/creating world class service, receiving, order entry, processing, sharpening and return shipment. This role creates and maintains a high-performance and collaborative culture of excellence within their team. The Sr. Product Services Manager leads the way in continuous process improvement and training and professional development of the team. This role participates in cross-functional initiatives to deliver company-wide strategic goals and objectives.

• Drives improvement planning and execution activities to fulfill Benchmade’s customer intimacy strategy.
• Identifies gaps in providing customer value at every touch point and provides guidance as to how to close each gap.
• Consistently identifies process improvements through technology and workflow enhancements.
• Is familiar with modern technology and systems and can drive forward changes within the organization to implement best in class customer service systems.
• Stays abreast of industry trends and integrates relevant trends into the Benchmade customer experience, communicate key metrics to senior management.
• Regular communication internally and externally throughout the organization to exchange ideas and gather information, encompassing all consumer touch points, managing service and support.
• Regularly assess risk and adjust priorities; analyze problems or concepts and make decisions based on information collected.
• Responsible for ensuring product flow and tracking priorities through their team.
• Must identify bottlenecks, anticipate issues, and re-allocate resources to keep product flowing.
• Balancing the workflow to ensure the best use of capacity and staff.
• Works closely with Customer Service, Brand Team and other cross functional roles daily to promote strong team cohesion.
• Responsible for process control and sustainability within the team.
• Provide support in identifying root cause and corrective action.
• Apply lean principles to lead and support a continuous improvement culture in the department.
• Leads 6S activities within the area, ensuring organization and cleanliness standards meet or exceed standards.
• Recommending and implementing process improvements.
• Monitors all returns and maintain inventory for needed adjustments in processing, packaging, or function of product.
• Define, implement and manage work flow of all LifeSharp and Warranty Returns from receipt of knife at Benchmade through shipment of completed knife to customer.
• Some travel may be required (Trade Shows)

• Managerial and Supervisory:
• Encourages and motivates the entire Product Services team to be best in class in the industry.
• Effectively prioritizes workloads in a dynamic service environment that maintains optimal support levels by shifting resources to appropriate areas of need.
• Manages staff escalation, performance management, and annual reviews for the Product Services Team Leads and Associates.
• Creates a fun, energetic, efficient, and proactive team environment.
• Creates and implements training systems to foster professional and technical development for all Product Services team members.
• Works collaboratively with Quality team to ensure customer-reported issues are being documented effectively for use in quality improvement activities.
• Responsible for resourcing, planning, goal setting for departmental plans and projects.
• Ensures team deliverables are achieved and communicate relevant updates to upper management.

• A bachelor’s degree in business or other related degree, and 7-8 years’ experience leading a service-based team. Equivalency to the qualification standard will also be considered.
• Strong interpersonal skills and team dynamics
• Must have a sense of urgency and ability to work under tight deadlines when needed.
• Demonstrated ability to effectively problem solve and lead corrective actions; certifications in problem solving methodologies strongly preferred.
• Able to demonstrate calm demeanor in challenging circumstances.
• Strong experience and intimate knowledge serving customers of a premium consumer product brand.
• Excellent computer skills with thorough knowledge of Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
• Excellent grammar and business communication skills, both written and verbal.
• Ability to work independently, be flexible, detail oriented, and consistently follow through.
• Ability to interact with Finance, Sales & Marketing, Receiving, Shipping, and all internal partners as needed in a professional manner.
• Naturally positive and professional attitude, with the ability to routinely mentor and motivate entire team to provide consistent, excellent customer service.
• Ability to lead and influence others while maintaining professional demeanor and positive perspective.
• Must be educated on all company procedures, products and services.
• Able to work effectively in a dynamic, fast-paced environment.
• Knowledge of Syspro and/or CRM a bonus.
• Knife handling experience a plus.
• Must have the ability to work with minimal supervision and demonstrate a high level of initiative.

• Proven track record as a high-level manager capable of managing people and processes in a manufacturing production environment with a strong focus on customer service.

• The ability to work cross functionally with Customer Service, Brand, Operations, Supply Chain, IT, and Maintenance to ensure the ability to meet customer expectations. 

• Able to apply knowledge of lean principles, 6S, and continuous improvement to optimize product flow from receipt of product through final return shipment to customer.

• Ability to identify and address process issues, equipment needs, and personnel requirements to meet required daily throughput.

Working Conditions: 

• Working Environment: Office and Production Floor Position
• Physical Demands: Lifting up to 25 lbs., sitting and talking on the phone and computer for long periods of time.   
• Travel Requirements: As needed, less than 5% of the time.
• Standard PPE is required for this position including:
• Grinding, pressing, or basic assembly could produce flying particles of metal which can cause eye and skin injuries.  Wear safety glasses.
• Falling objects could present a foot hazard.  Closed toed shoes are always required for all positions in the manufacturing area.
• Handling sharp blades can cause lacerations and punctures of the hands and fingers.  Cut resistant gloves are available for handling sharp knives.
• Must be able to work in a manufacturing environment (exposure to noise, coolants, abrasives, heat, adhesives, and automated and manual equipment.
• Shifts may be 8 to 10 hours in length. Overtime may be required.
• Some temporary shift changes may be required.

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.