Customer Experience Manager
 
We are currently recruiting for the Customer Experience Manager to join the Benchmade Knife Company team. The primary responsibility of this person will be to lead the Customer Service team in delivering the finest quality service to customers of our premium brand.  This person creates and maintains a high-performance and collaborative culture of excellence within their team.  This role leads the way in continuous process improvement, including sales automation, training and professional development of the team.  
 
The Customer Experience Manager will focus on ensuring every customer, including B2B and B2C, receives industry-leading service and support from Benchmade through all forms of communication including phone, email, online chat, texting, fax and in-person.  As a member of the Benchmade Management Team (SPR), this person engages in cross-functional efforts to define and reach company-wide strategic goals and objectives
 
Job Responsibilities: 
Process Improvement and Sales Automation: 
  • Drives improvement planning and execution activities to fulfill Benchmade’s customer intimacy strategy
  • Proactively develops and defines transparent Customer Service metrics and KPI’s to ensure the team is performing at optimal levels  
  • Identifies gaps in providing customer value at every touch point and provides guidance as to how to close each gap 
  • Consistently identifies process improvements through technology and work flow enhancements 
  • Is familiar with modern technology and systems and is able to drive forward changes within the organization to implement best in class customer service systems (e.g. loyalty programs) 
  • Stays abreast of industry trends and integrates relevant trends into the Benchmade customer service experience   
  • Acts as a steward for integrated customer communications and alignment with marketing and brands, eCommerce and sales communications 
  • Works closely with IT department to maintain and improve CRM, Unified Communications, EDI, Order Management, systems integrity and optimal performance
  • Leverages a dynamic range of communications technologies to enhance customer connections:  phone, email, in person and web based live chat
Benchmade Management Team (SPR): 
  • As a member of the company leadership team, participates in cross-functional strategic planning and execution of company-wide problem solving and continuous improvement initiatives 
  • Responsible to implement Customer Service initiatives in alignment with Sales and Marketing and company-wide annual objectives
Managerial and Supervisory: 
  • Encourages and motivates the entire Customer Service team to be the best service group in the industry 
  • Effectively prioritizes workloads in a dynamic service environment that maintains optimal support levels by shifting resources to appropriate areas of need 
  • Manages staff escalation, performance management and annual reviews for key Customer Service team members 
  • Creates a fun, energetic, efficient and proactive team environment 
  • Creates and implements training systems to foster professional and technical development for all Customer Service team members 
  • Works collaboratively with Quality team to ensure customer-reported issues are being documented effectively for use in quality improvement activities 
  • Creates annual operating expense budget for the Customer Service department and manages monthly expenses to stay within approved budget
Qualifications: 
  • 4 year college degree in business or related field required 
  • Customer Service and/or Training certifications strongly preferred 
  • Minimum 5 years (recent) customer service experience, including CRM software, ACD phone system, unified communication 
  • Strong interpersonal skills and team dynamics 
  • Must have a sense of urgency and ability to work under tight deadlines when needed 
  • Demonstrated ability to effectively problem solve and lead corrective actions; certifications in problem solving methodologies strongly preferred 
  • Able to demonstrate calm demeanor in challenging circumstances 
  • Strong experience and intimate knowledge serving customers of a premium consumer product brand 
  • Excellent computer skills with thorough knowledge of Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) 
  • Excellent grammar and business communication skills, both written and verbal 
  • Ability to work independently, be flexible, detail oriented, and consistently follow through 
  • Ability to interact with Finance, Sales & Marketing, Shipping and all internal partners as needed in a professional manner 
  • Naturally positive and professional attitude, with the ability to routinely mentor and motivate entire team to provide consistent, excellent customer service
Benchmade offer our employees a wide variety of comprehensive rewards and benefits including:
  • Competitive pay
  • Cash profit sharing and performance incentives
  • Medical including Prescriptions and Vision
  • Dental including Orthodontia
  • Short-Term and Long-term Disability
  • Life & Accidental Death and Dismemberment
  • 401K with company match 
  • Fitness Center Reimbursement
  • Pay for time off, including holiday, bonus holidays, vacation, sick, bereavement and jury duty
  • Employee Assistance Program
  • Flexible Spending Account
  • Outstanding employee discounts on Benchmade products and other partner companies
  • Tuition reimbursement
  • 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, fill out and application today by visiting our website www.benchmade.com , click on Company then Employment and complete our application process online.