BENCHMADE · 7 hours ago
Product Services Manager
Oregon City, Oregon, United States
Full-time
Onsite
Senior Level
7+ years expBENCHMADE is a company that values continuous improvement and community engagement. They are seeking a Product Services Manager responsible for driving improvement planning, ensuring customer value, and managing the Product Service team to achieve optimal performance and customer satisfaction.
HuntingManufacturingSporting Goods
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
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
Qualification
Required
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
Must have the ability to work with minimal supervision and demonstrate a high level of initiative
Preferred
Demonstrated ability to effectively problem solve and lead corrective actions; certifications in problem solving methodologies strongly preferred
Knowledge of Syspro and/or CRM a bonus
Knife handling experience a plus
Company
BENCHMADE
Benchmade manufacture and supplies rescue knives, safety cutting tools and outdoor sporting goods.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rachel Russo
Talent Acquisition Partner
Recent News
2025-10-22
Google Patent
2025-05-06
Company data provided by crunchbase