The Product Services department at Benchmade needs to efficiently handle customer inquiries, repairs, and replacements for their knives, ensuring quality and timely service while maintaining customer satisfaction.
Requirements
- basic data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs
- troubleshoot and repair entry level through basic mechanisms such as manual axis lock, fixed blades, push button auto, and assist
- advanced data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs
- ability to troubleshoot and repair all mechanism varieties and utilize systems for tracking and inventory management
- ability to repair 90% of all models - current production and discontinued models - and cross trained into PS shipping/PSR.
- Proficient in Microsoft Office Suite products. i.e. Word, Excel etc.
- Knowledge of Customer Relationship Management (CRM) database highly preferred.
Responsibilities
- Create customer accounts in the ERP system (Syspro) & CRM
- Review of customer notes from warranty form and/or CRM history notes
- Create service RMAs with specific customer notes to ensure repair tech performs accurate repair of customer’s knife.
- Confirm receipt, track shipments, and communicate status updated to customer via email.
- Processes service walk-ins.
- Verify customer repairs do comply with Federal Laws and Benchmade standards (Automatic Knives).
- Perform Shipping duties for the PS department
Other
- A High School Diploma or GED equivalent. Equivalency to the qualification standard will also be considered.
- 6 months recent experience in a manufacturing environment highly preferred, demonstrating:
- Excellent manual dexterity and ability to handle and assemble small parts.
- Excellent attention to detail.
- Ability to work in a flow line and meet paced production rates.
