Customer Experience Representative I - Seasonal

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.

Job Responsibilities:

- Serve as the primary point of contact for customers via phone, addressing inquiries, resolving issues, and building strong customer relationships.

- Provide supplemental coverage across email, live chat, SMS, and social media DMs when call volume allows.

- Troubleshoot and resolve order, payment, and delivery concerns efficiently and accurately.

- Represent the Benchmade brand voice with confidence, empathy, and product fluency.

- Personalize interactions to foster trust and long-term loyalty.

- Follow through on open cases, document interactions accurately, and ensure seamless internal handoffs.

- Process orders, returns, credits, and claims in compliance with SOPs and policies.

- Identify improvement opportunities and share actionable ideas with the CX Manager.

- Actively contribute to a positive team culture through collaboration, support, and knowledge sharing.

- Stay engaged in product launches, training sessions, and team initiatives to maintain high product knowledge and adaptability.

- Cross-train in various roles within Customer Service, retail store, and events staffing

- Meet or exceed KPIs, including CSAT, IQS, AHT, AUR, and Customer EDGE commitments.

Qualifications:

- High School Diploma or GED required; 1–2 years of customer service experience, preferably with a premium brand.

- Experience in a call-heavy environment

- Working knowledge of Shopify, Zendesk, or similar platforms preferred.

- Strong computer skills, including Microsoft Office.

- Excellent verbal and written communication skills with the ability to adapt tone based on customer needs.

- Demonstrated accountability and ownership in managing tasks and follow-ups.

- Proven ability to collaborate effectively in a team environment.

- Strong emotional intelligence and ability to navigate customer tone and intent.

- Growth mindset with openness to feedback, coaching, and continuous learning.

- Ability to multi-task, prioritize effectively, and adapt to changing priorities.

- Availability 7:30 am - 4:00 pm Monday – Friday

- Occasional overtime may be required; notice will be given in advance

Working Conditions:

- Working Environment: 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: N/A

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

- Competitive pay

- Outstanding employee discounts on Benchmade products and other partner companies

- 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.