Customer Experience Representative

Customer Experience Representative

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.
• Provide confident product guidance and personalized recommendations based on customer needs, use cases, and preferences.
• Conduct proactive outbound outreach in support of customer retention, relationship-building, service recovery, sales campaigns, and other business priorities.
• Identify appropriate revenue opportunities during inbound and outbound interactions, accurately attribute resulting revenue, and balance commercial outcomes with a premium customer experience.
• 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.
• Cross-train in additional Customer Experience functions and provide support for retail, events, or other business needs as assigned.
• 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 supporting a premium consumer brand.
• Experience working in a high-volume, omnichannel customer service environment preferred.
• 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.
• Ability to provide product recommendations and discuss sales opportunities in a natural, customer-centered manner.
• Strong attention to detail and ability to document interactions, process transactions, and maintain accurate records.
• Proven ability to collaborate effectively across teams and navigate internal dependencies to reach resolution.
• Sound judgment and the ability to apply policies consistently while recognizing when escalation or an exception review is appropriate.
• 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.
• Availability 7:30 a.m.-4:00 p.m. Monday-Friday.
• Occasional overtime may be required; advance notice will be provided when possible.

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