Customer Experience & Operations Specialist (E-commerce + Store)

Tennessee Cutlery – Knoxville, TN

This is NOT a typical retail job.

We are looking for a high-performing, detail-oriented professional who can handle customer communication (primarily email), problem-solving, and retail operations in a fast-paced small business environment.

This role is ideal for someone who is:

• Strong in written communication (this is critical)
• Comfortable handling customer issues independently
• Organized and able to manage multiple priorities
• Interested in growing into a leadership role over time

About Tennessee Cutlery

Tennessee Cutlery is a specialty retailer focused on premium pocket knives, kitchen cutlery, and outdoor blades. We operate both e-commerce and brick-and-mortar stores in Knoxville.

We compete nationally — and win — because of our speed, accuracy, and customer experience.

What This Role Actually Looks Like

• 65% Email-based customer service (high volume, fast-paced)
• 20% Phone support
• 10% In-store customer interaction
• 5% Order fulfillment and shipping operations

This is a problem-solving role, not just answering questions.

Core ResponsibilitiesCustomer Communication (Primary Focus)

• Handle a high volume of customer emails daily (orders, returns, product questions)
• Provide clear, accurate, and fast responses
• Resolve issues without escalation whenever possible
• Maintain detailed and accurate records

Retail & Operations

• Assist customers in-store when needed
• Process transactions (POS)
• Help maintain organized inventory and displays
• Support order fulfillment and shipping operations

Optional (Growth Opportunity)

• Knife sharpening intake and customer guidance
• Opportunity to learn sharpening skills (not required)

What We Are Looking For (Important)

We are NOT looking for:

• Someone who needs constant supervision
• Someone who struggles with written communication
• Someone who wants a slow-paced retail job

We ARE looking for someone who:

• Writes clear, professional emails (this is critical)
• Can handle pressure and volume without losing accuracy
• Pays attention to details (orders, SKUs, customer requests)
• Takes ownership and solves problems
• Has experience in both customer service AND retail environments

Requirements

• 4+ years customer service experience (email-heavy preferred)
• 3+ years retail experience
• Strong written and verbal communication skills
• Highly organized and detail-oriented
• Comfortable multitasking in a fast-paced environment
• Basic computer skills (email systems, POS, spreadsheets)

Nice to Have (Not Required)

• E-commerce experience (Shopify, Magento, Amazon, etc.)
• Inventory management experience
• Knife or cutlery knowledge
• Knife sharpening experience

Compensation & Growth

• $48,000 - $57,000 Annual salary (based on experience)
• Paid Time Off
• Employee discount
• Performance-based growth opportunities
• Potential to grow into a store or operations leadership role

Schedule

• Full-time
• 5 days per week (including some weekends)

Application Instructions (IMPORTANT)

To be considered, include:

1- A short paragraph explaining:

• Your experience handling customer emails
• The most difficult customer issue you’ve handled

2- A sample response to this scenario:

• “A customer is upset because their order arrived late and wants a refund even though the carrier caused the delay.”

Applications without this will NOT be considered.

Pay: $48,000.00 - $57,000.00 per year

Application Question(s):

• To be considered, include:

1- A short paragraph explaining:
Your experience handling customer emails
The most difficult customer issue you’ve handled
2- A sample response to this scenario:
“A customer is upset because their order arrived late and wants a refund even though the carrier caused the delay.”
Applications without this will NOT be considered.

Experience:

• Customer service: 4 years (Required)
• Retail management: 3 years (Required)

Ability to Commute:

• Knoxville, TN 37920 (Required)

Work Location: In person