Thank you for your interest in career opportunities with SOG Specialty Knives! SOG is a competitive and rewarding work environment based just north of Seattle, Washington. Our workforce is constantly growing, with new positions appearing regularly.

Title:                  Customer Service Representative
Reports To:      Senior Manager - Customer Service
Location:          Lynnwood, WA
Level:                Non-Exempt

General Description:

The Customer Services Rep (CSR) is responsible for the execution of daily consumer and dealer focused activities, which improve our customer and dealer relationships and strengthen customer product knowledge. The CSR will utilize SOG’s policies and procedures to resolve customer inquiries, address routine and non-routine concerns, apply trouble-shooting knowledge, as well as, work towards continuous process improvement and expanded product knowledge. In addition, the position plays a vital role in the day-to-day execution of activities, which support the business goals for both consumers and dealers, including Purchase Order (PO) management, technical product support, administration, and cross-selling efforts.

Scope & Responsibilities:

• Provide unparalleled customer service and technical product support to a diverse customer and dealer group, in   alignment with marketing and   sales strategies and brand positioning
• Administer and carryout required activities associated with the Purchase Order (PO) management process,   including EDI, status inquiries, pricing   and availability, order allocation, and invoicing
• Build brand strength among current and new consumers and dealers
• Respond to customer inquiries, providing technical product information and support; including communicating   alternative product options   (cross-selling)
• Provide SOG with valued Voice of the Customer feedback
• Contribute to the continued development of processes and procedures to enhance the customer and dealer SOG   experience
• Communicates across departments to ensure information is distributed to appropriate parties in a timely manner

Perform all duties while practicing and modeling SOG’s Core Values, which include:

Our core values define how we work together and conduct ourselves both in our business and in the marketplace.

At SOG we…

• Are open and transparent
• Operate with integrity and honesty
• Are dedicated and resolute
• Respect our community
• Teamwork is the key for our success
• Focus on customers and quality

Specific Duties:

• Professionally handle incoming requests from customers via phone, email, fax, and walk-ins to ensure that issues   are resolved both promptly and   accurately
• Learn and apply company procedures, product knowledge and services
• Process customer and dealer orders promptly and accurately, including EDI, entry, follow up, and documentation
• Quantify the customer’s inquiry, including gather customer information, assess and fulfill customer needs and   requests, update customer   database, etc.
• Respond to pricing and availability inquiries, order placement, order processing including EDI, entry, invoicing,   and inventory status
• Participate in cross-functional planning initiatives
• Work cross-departmentally to ensure daily operations support is successful
• Maintain a balance between company policy and customer benefit in decision making
• Gather required information to assist in metrics reporting and chargebacks
• Educate customer on product lines, specifications, use and handling techniques, applications, and alternate   product availability
• Complete necessary documentation for key accounts
• Develop and update training tools, processes and procedures within customer operations departments
• Support customer service team members, as needed
• Conduct the customer service portion of product training to new and current employees, as needed
• Gather and distribute sales leads and customer contact information
• Monitor and report on use of company resources, as required
• Adhere to required health and safety regulations and practices
• Carry out other duties, responsibilities, and projects as may be assigned, in an effective manner


• High School diploma or GED required
• College Education: AA degree from an accredited college/university in Business, Operations or related field, or   equivalent experience preferred
• Two (2) years experience in a customer service and/or sales assistant capacity required as a Customer Care Rep,   Inside/Sales Support Rep or   related responsibilities
• Two (2) years experience in completing and managing projects with minimal oversight and against aggressive   timelines
• Strong Written and Oral Skills: English mandatory; Spanish desired
• Advanced knowledge of business computer applications (MS Excel, Word, Outlook, PowerPoint, etc.)
• Knowledge of Microsoft Great Plains, EDI and Magento strongly desired
• Knowledge of cutlery or SOG’s product line and/or competitors a plus
• Knowledge and understanding of outdoor industry preferred
• Experience with a consumer packaged goods company desired
• Team player who willingly takes on other assignments as given by supervisor and takes initiative
• Excellent organizational, customer service, administrative skills and attention to detail
• Strong decision making and analytical abilities
• Ability to resolve customer and dealer inquires over the phone via phone, email, fax, and walk-ins
• Highly developed sense of integrity and commitment to customer satisfaction
• Ability to cooperatively interact and communicate well with inter-departmental personnel
• Ability to convey valuable information to senior management
• Ability to work as a contributing team member
• Two (2) years experience in effectively prioritizing and managing work
• Demonstrate the ability to be flexible, accept new ideas and input positively, and be open to new work approaches   and processes
• Two (2) years experience in working independently
• Two (2) years experience in maintaining confidentiality
• U.S. citizen or must possess valid INS Green Card
• Must possess a valid U.S. driver’s license with no major violations within the last five (5) years

Physical Requirements:

• Able to sit and work at a computer keyboard for extended periods of time
• Able to perform general office and administrative duties: copying, filing, extensive phone use with headset and   computerized switchboard, etc.
• Able to stoop, kneel, crouch, bend, at the waist and reach on a daily basis
• Able to safely lift and move up to 50 pounds occasionally
• Must have corrected vision to 20/30
• Must not be color blind
• Must be able to distinguish colors and tints
• Requires close vision abilities
• Must be able to work overtime and/or weekends as required

Please email resume and cover letter to