Customer Service Representative

5 days ago

Oregon City Oregon, United States Benchmade Knife Company Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Consumer Specialist I at Benchmade Knife Company. As a key member of our customer service team, you will be responsible for delivering exceptional service to our direct consumers, ensuring a premium brand experience.

Key Responsibilities
  • Provide timely and accurate responses to customer inquiries via phone, email, or live chat regarding product availability, pricing, promotions, and ship dates.
  • Advise consumers on locations where Benchmade products can be purchased.
  • Assist consumers with placing orders on our 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 backup for Receptionist and Retail Store for breaks, lunch, and absences.
  • Act as backup 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.
Requirements
  • A High School Diploma or GED equivalent, and 1-2 years of customer service experience, preferably with a premium brand.
  • 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.
About Us

Benchmade Knife Company is a leading manufacturer of high-quality knives and cutting tools. We offer a comprehensive rewards and benefits package, including competitive pay, outstanding employee discounts, targeted development planning, and a fun, family-oriented work environment.

We are an equal employment opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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