Customer Care, Guide

A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

Job Description

Join Our Team as a Customer Care Guide at Trek!

Are you passionate about bicycles, hospitality, and customer service? Do you thrive on building lasting relationships and delivering top-notch support? If so, Trek wants you on our team!

As a Customer Care Guide, you’ll be the vital link between Trek and our independent bicycle dealer customers. Your role will be to enhance our Customer Care department with your exceptional communication skills and dedication to follow-through. You’ll collaborate closely with our warranty/ecommerce teams as well as our territory managers to ensure our dealers receive unparalleled service.

We are looking for this role to be based at our HQ in Waterloo, WI.

What You’ll Do:

• Resolve and Trouble Shoot all Retailer issues: Manage communication with our partners while using our different HQ teams to help solve their issues
• Elevate Customer Service: Seize every opportunity to help stores deliver outstanding service to consumers.
• Stay Connected: Communicate with dealers via phone and email, ensuring their needs are met.
• Collaborate: Work hand-in-hand with Inside Sales Reps and Territory Managers to provide seamless customer service.
• Drive Improvement: Engage in continuous improvement efforts to add value to Trek, our dealer network, and end users.
• Be a Resource: Offer expert advice on products and technical questions to both end users and bicycle retailers.
• Stay Informed: Keep up with new and evolving products by communicating with Product Managers.
• Research and Resolve: Use databases and resources to address and resolve consumer inquiries.
• Get Involved: Participate in Trek advocacy events and charity rides, making a positive impact in the community.

What We’re Looking For:

• Passion for Customer Service: A strong desire to be part of a top-tier customer service team within the bicycle industry.
• Urgency: A sense of urgency to meet customer needs promptly.
• Communication Skills: Excellent verbal and written communication skills.
• Relationship Building: Ability to build and maintain strong relationships in a customer-focused environment.
• Education: A Bachelor’s degree.

Trek Benefits:

• Flexible and fun company culture
• Competitive health care
• PPO & HDHP medical plan options, Dental insurance, Vision insurance
• Flexible Spending Accounts (FSA)
• Free life insurance & optional term life insurance
• Competitive vacation package
• 401(k) with match and Employee Stock Ownership Plans (ESOP)
• 12 weeks of maternity leave with 100% pay
• Flexible holiday schedule – 10 company holidays
• Tuition Reimbursement up to $15,000! (Undergraduate & Masters programs)
• Employee discounts on all product
• Deep partner retail discounts

We are an Equal Employment Opportunity (“EEO”) Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

We are an E-Verify employer.

For more information, please click on the following links:

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish