Product Services Manager

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.

Responsibilities

• Drives improvement planning and execution activities to fulfill Benchmade's customer intimacy strategy.
• 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 workflow enhancements.
• Is familiar with modern technology and systems and can drive forward changes within the organization to implement best in class customer service systems.
• Stays abreast of industry trends and integrates relevant trends into the Benchmade consumer experience, communicate key metrics to senior management.
• Regular communication internally and externally throughout the organization to exchange ideas and gather information, encompassing all consumer touch points, managing service and support.
• Regularly assess risk and adjust priorities; analyze problems or concepts and make decisions based on information collected.
• Responsible for ensuring product flow and tracking priorities through their team.
• Must identify bottlenecks, anticipate issues, and re-allocate resources to keep product flowing.
• Balancing the workflow to ensure the best use of capacity and staff.
• Works closely with Customer Service Supervisor, Product Services Supervisor, and other cross functional roles daily to promote strong team cohesion.
• Responsible for process control and sustainability within the team.
• Provide support in identifying root cause and corrective action.
• Apply lean principles to lead and support a continuous improvement culture in the department.
• Leads 6S activities within the area, ensuring organization and cleanliness standards meet or exceed standards.
• Recommending and implementing process improvements.
• Monitors all returns and maintain inventory for needed adjustments in processing, packaging, or function of product.

Managerial and Supervisory:

• Encourages and motivates the entire Product Service team to be best in class 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 the Product Service Supervisor, Team Leads, and Associates.
• Creates a fun, energetic, efficient, and proactive team environment.
• Creates and implements training systems to foster professional and technical development for all Product Service team members.
• Works collaboratively with Quality team to ensure customer-reported issues are being documented effectively for use in quality improvement activities.
• Responsible for resourcing, planning, goal setting for departmental plans and projects.
• Ensures team deliverables are achieved and communicate relevant updates to upper management.

Qualifications

• A bachelor's degree in business or other related degree, and 7-8 years' experience leading a service-based team. Equivalency to the qualification standard will also be considered.
• 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.
• Ability to lead and influence others while maintaining professional demeanor and positive perspective.
• Must be educated on all company procedures, products and services.
• Able to work effectively in a dynamic, fast-paced environment.
• Knowledge of Syspro and/or CRM a bonus.
• Knife handling experience a plus.
• Must have the ability to work with minimal supervision and demonstrate a high level of initiative.

Working Conditions

• Working Environment: Production floor Position
• Physical Demands: Lifting up to 25 lbs., sitting and talking on the phone and computer for long periods of time.
• Travel Requirements: As needed, less than 5% of the time.
• Standard PPE is required for this position including:
• Grinding, pressing, or basic assembly could produce flying particles of metal which can cause eye and skin injuries. Wear safety glasses.