Product Service Representative - Swing Shift
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About The Position
The Product Service Representative at Benchmade Knife Company plays a crucial role in ensuring customer satisfaction by addressing product and warranty issues. This position involves reviewing warranty problems reported by customers and initiating appropriate actions for repairs or replacements in accordance with Benchmade's LifeSharp and warranty policies. The representative will be responsible for data entry tasks, which include creating customer accounts in the ERP system (Syspro) and CRM, reviewing customer notes from warranty forms, and creating service Return Merchandise Authorizations (RMAs) with specific notes to ensure accurate repairs by the service technicians. Additionally, the representative will confirm receipt of products, track shipments, and communicate status updates to customers via email. The role also includes processing service walk-ins and verifying that customer repairs comply with federal laws and Benchmade standards, particularly for automatic knives. The representative will report daily metrics and may assist with general return RMA processing as needed. This position is designed for individuals who thrive in a customer service environment and possess strong communication skills. The representative will work closely with customers to ensure their needs are met and that they receive world-class service. The role requires a detail-oriented approach and the ability to multitask effectively in a fast-paced environment. Benchmade Knife Company values continuous improvement and encourages its employees to contribute ideas that enhance both products and processes. As a family-owned business, Benchmade is committed to enriching the communities it serves and fostering a supportive work environment for its employees.
