COMPANY OVERVIEW

SawStop is the world leader in power tool safety.
Headquartered in Tualatin, Oregon we design, engineer, and manufacture innovative woodworking power tools and accessories for amateur and professional markets. All SawStop power tools feature our patented safety technology that has saved tens of thousands of users from devastating, life-changing table saw injuries.
Our commitment to quality, innovation, and safety over the past 20 years has made us the industry leader. We’re a passionate, collaborative, and intellectually curious group of nearly 100 professionals who care as much about each other as we do our product. Focused on innovation and best-in-class quality, we are always looking for smart creative thinkers to expand our product line and reach new markets.
We launched our truly unique products into the UK and European market in 2024, creating an exciting opportunity to build a team of entrepreneurial professionals, that can build a strong customer-focused organisation from the ground-up, whilst building on the outstanding reputation of the brand with thousands of woodworkers in North America.

POSITION FUNCTION

We are seeking an engaging and results oriented Customer Support Specialist to join our team based in the UK to assist our customers in the European market. You will play a pivotal role in executing on our ambition to drive an excellent direct-to-consumer online experience. You will support customers and dealers in their buying journey, as well as any after sales service they need with the product after purchasing.
This function will report directly into the Head of customer service and operations Manager of UK and Europe. You will be able to rely on the second-line support of the US team who have built a fantastic reputation over 20 years for delivering high quality products with a high -quality service.

QUALIFICATIONS

• 3+ years’ experience in Customer Support within a product business.
• German as a mandatory spoken language or understanding
• Practical, and can-do attitude to help customers and solve their problems.
• Excellent communication skills with a professional phone demeanour.
• Technical background and familiarity with basic troubleshooting, hardware and electrical problems would be a significant advantage.
• Additional European languages would be beneficial, but German is mandatory
• Proficiency in NetSuite would be beneficial.
• Proficiency in Microsoft office required.

Responsible for customer satisfaction would initially mean answering consumer requests for information about the product and it’s unique safety features, questions on webshop orders and deliveries, and guiding them to buy the best saw and accessories for their needs.
It will also involve helping them if they have any problems when they receive products or if they have a safety activation, troubleshooting any problems and setting up repairs or replacements with our partners to make sure they are safe and satisfied with their SawStop products.

The focus of responsibilities will be:

• Consumer Sales Support:
• Support consumers via calls, chats, emails
• Answering questions about SawStops products and unique safety technology
• Answering questions about webshop ordering, payments and deliveries
• Supporting (webshop) sales orders to make sure they are executed properly
• Supporting consumers choose the best SawStop products for their needs
• Consumer Service Support:
• Supporting delivery issues or damages to best resolve for the consumer
• Guiding and supporting consumers who have had a safety activation
• Troubleshooting product issues via calls, chats, emails
• Setting up repairs or replacements with our partners
• Making sure our consumers are safe and satisfied so that they recommend SawStop as the safest and best table saw brand
• Dealer Support:
• Supporting dealer calls, emails
• Organising stock replenishments and inventory management
• Liaising with our couriers where required
• Ensuring our dealer network are supported with all relevant information in a timely manner

1. Giving feedback to sales and marketing as to how to better inform consumers:

• Helping sales and marketing understand what questions consumers regularly ask, what concerns they have, and what we can do to improve our communications