Customer Experience Representative

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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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.

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 Life Sharp 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…