Job Description

Customer Service Associate

Location: Fletcher, NC
Employment Type: Full-time

About Microtech Knives

Microtech Knives is a premier manufacturer of high-quality, precision-crafted knives, recognized for innovation and superior craftsmanship. We take pride in delivering exceptional products and customer service, ensuring that our customers receive the best experience possible.

Job Summary

We are seeking a Customer Service Associate to join our team and provide top-tier support to our customers. The ideal candidate is proactive, solution-oriented, and thrives in a fast-paced environment. You will be responsible for handling customer inquiries, troubleshooting issues, processing returns, and ensuring customer satisfaction through professional and efficient communication.

Key Responsibilities

• Provide excellent customer care, assessing customer needs and delivering accurate solutions, troubleshooting guidance, and a positive service experience.
• Respond quickly to customer inquiries via phone, email, and chat with a polite, empathic, and professional manner.
• Multitask, prioritize, and manage time efficiently to handle multiple customer interactions effectively.
• Analyze data and return authorization statistics, translating insights into improved customer service solutions.
• Maintain clear and professional written and verbal communication with customers and internal teams.
• Exhibit self-motivation and take initiative to solve customer issues independently.
• Work effectively both as a team player and independently, while also taking on leadership responsibilities when needed.
• Demonstrate mechanical ability and comfort with product repairs to assist customers with technical inquiries.
• Provide phone support, efficiently handling inbound and outbound calls with a focus on resolving issues and enhancing customer satisfaction.
• Utilize basic computer skills to enter and track customer information, update accounts, process returns, and schedule services using Microsoft Office Suite or similar software.
• Maintain a customer-first approach, actively listening and ensuring prompt and effective resolutions.

Qualifications

• Previous experience in customer service, client relations, sales, or a related field is required.
• Strong ability to analyze data and customer feedback, using insights to improve service solutions.
• Ability to think quickly, problem-solve creatively, and handle customer issues efficiently.
• Comfortable with mechanical aspects of product troubleshooting and repair.
• Excellent phone communication skills and experience handling customer interactions professionally.
• Proficient in Microsoft Office Suite and other customer management tools.
• Ability to actively listen, type, and respond simultaneously while handling customer interactions.
• Highly organized, detail-oriented, and capable of handling multiple tasks simultaneously.

What’s in it for you?

• Strong, Dynamic Team – Work with a passionate and skilled group of professionals.
• Competitive Compensation – A pay structure that rewards skills and experience.
• Excellent Growth Opportunities – Career advancement within a rapidly growing company.
• Top Benefits – Comprehensive benefits package including healthcare, retirement plans, and more.
• Work for an Industry Leader – Be a part of a highly respected brand in the knife and sporting goods industry.

Equal Opportunity Employer (EOE)

Microtech Knives is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.