She always knows what's what, and especially what the next phase is. Böker customers have long appreciated her extensive expertise and understanding nature. Her smile is palpable over the phone and a real asset in many Böker YouTube videos. Her strengths: specialist knowledge, interpersonal skills, a willingness to learn, enthusiasm, and plenty of composure. Smilla Riege has been working in Böker's private customer service since May 2023 and has held the position of team leader since January 2025. Her responsibilities include recording and processing telephone orders, providing comprehensive advice on choosing the right knife, and answering customer inquiries. More recently, she has also become a hidden star in Böker's videos and is a key player in their influencer marketing. In the following interview, we learn what fascinates her about forgotten places and how she manages to keep customers from feeling lost in the "knife chaos."
How did you come to work for Böker?
My grandmother traded in Böker cutlery in the 1960s, as the demand for complete cutlery sets was very high in the post-war years. Additionally, my grandfather was a hunter, which meant I came into contact with the legacy of his passion at an early age. This included the famous Böker sports knife.
What did you do before?
I completed my training at a building materials wholesaler specializing in roofs and facades.
How do you apply your previous professional experience to your tasks at Böker?
The industries I've worked in couldn't be more different. Yet they all share one thing: a passion for a product designed to bring joy to customers for a lifetime. The attentive and personal customer contact has shown me how valuable empathetic sales is today. Furthermore, I'm driven daily by new challenges and the appreciation shown by customers. Moving from one male-dominated field to the next, things never get boring, and that's precisely what motivates me to be even better tomorrow than I am today.
What do you enjoy most about your job?
The opportunity to experience a new perspective on my profession every day, as well as the multifaceted nature of customer service. Advising customers on "the right knife" is always an exciting journey, while implementing constructive customer feedback is crucial for maintaining flexibility in the market.
Additionally, I am extremely pleased that my presence on the Böker YouTube channel helps me to get to know our customers even better.
What is important when dealing with customers?
First and foremost, we maintain a consistently friendly and respectful approach. Ultimately, we represent our company to our customers and hold ourselves to high service standards.
Do you carry knives in your private life?
Yes! Whether you're a knife enthusiast or not – once you work at Böker, you'll catch the bug. For me, it started with small knives between 2 and 5 cm long. My absolute favorite is still the Böker Plus Atlas. Thanks to the option of individual laser engraving, most models can be personalized and even catch the attention of those who aren't knife lovers.
How do you use knives?
Many of my knives are on display at home. It's a small collection that's constantly changing through swaps with friends. My Böker Plus "Atlas" maps each have their own place in their respective handbags, depending on which one I'm carrying. My multitool is my favorite companion for long trips and camping holidays. I "successfully" dismantled my last one during a holiday through the Benelux countries last year and immediately bought a new one.
And when I occasionally visit an abandoned place, my Pry Bar, flashlight, and my Magnum Blomkvist are indispensable. They've gotten me out of a tight spot more than once.
You're a familiar face on our YouTube channel by now. Describe the challenges you face in front of the camera.
The goal is to do justice to both the audience and the business philosophy. Creating professional, high-quality, and educational videos that are still entertaining is a new challenge every time.
The thought fills me with joy that we can introduce the world of knives to laypeople in an understandable way and share our passion. Furthermore, it's a modern approach and a unique opportunity to hear our customers' voices.
Do you have any hobbies where you use knives?
This includes hiking, exploring abandoned places, and camping. It never hurts to have a knife with you. I'm constantly amazed by the power of nature, be it its beauty or the tranquility it offers, for example, as it slowly reclaims abandoned places.
Do you have any other hobbies?
Food is a big part of my life. I either cook myself or enjoy eating out. Otherwise, I spend a lot of time with my friends and like to go out.
What is your current favorite knife and why?
The good old Atlas! Because I've used it to cut everything from a melon to a loose thread on a dress, it never seems to dull, it's easy to clean, it doesn't lose any screws because it's riveted, it lies flat in your pocket and isn't bulky, so it doesn't raise any eyebrows in public. However, it shouldn't be carried in hand luggage at the airport.
What else is currently on the agenda?
Alongside my work, I began studying business administration to sharpen my understanding of internal processes and to be able to classify them even better.
Smilla, thank you so much for taking the time. Oh, the phone's ringing, the next customer is already waiting.