We are people powered - by makers, problem-solvers, and leaders who elevate everything they do. Guided by our core values and a relentless pursuit of better, we continue to set the bar for premium.
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OurCoreValues
ELEVATEEVERYTHING-Weeachbringaspecificsetofskillstothetable,offeringupourexpertiseandresourcestoenhancetheworkofothers.Wechallengeeachothertobethebestinordertoachieveenduringvalueintheeyesofourcustomers.
BETTERISBETTER-Thereisnofinishline;westriveforcontinuousimprovementineverythingwedo.Weobsessovereverydetailtofindwaystoimprovebothourproductsandourprocess.
UNAPOLOGETICALLYACCOUNTABLE-We'reopenandhonestinhowwespeakandlisten.Wecelebrateeachother'ssuccessesandcollectivelyrallytosolveeverychallenge.Weownit!
COURAGEOUSINNOVATION-Thereareelegantideasawaitingdiscoveryineverythingwedo.Wepusheveryonearoundustopursuethoseideasopenlysowecancontinuetodominatethecategory.
COMMUNITYDRIVEN-Asafamilybusiness,weunderstandtheimportanceofenrichingthecommunitieswecallhome.Asacompany,andasindividuals,weworktomakeourexpertiseavailabletodothemostgoodforthosearoundus.
The Customer Experience Representative delivers responsive, personalized support to Benchmade customers across phone, email, chat, SMS, social media, and other digital support channels. This role owns customer needs from initial contact through resolution, providing product guidance, resolving order and service issues, and coordinating with internal teams when additional support is required. Representatives also support proactive outbound engagement and revenue-generating initiatives by identifying customer needs, recommending appropriate products or services, and accurately attributing resulting revenue. Success in this role requires product expertise, sound judgment, operational accuracy, emotional intelligence, and consistent accountability.
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.
Conduct proactive outbound outreach in support of customer retention, relationship-building, service recovery, sales campaigns, and other business priorities.
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.
Meet or exceed KPIs, including CSAT, IQS, AHT, AUR, and Customer EDGE commitments.
Qualifications
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.
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.
Working Conditions