Retail Support Specialist

A bit about us

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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

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Retail Support is the heartbeat of Trek’s retail operations—fast-paced, dynamic, and essential. As the first line of support for our retail stores, this team builds lasting relationships with Trek’s bicycle retailers and customers, delivering expert solutions and exceptional service across every touchpoint.

In this role, you’ll be a trusted partner to store managers, a go-to resource for operational excellence, and a problem-solver who thrives in a fast-moving environment. You’ll leverage your knowledge of retail operations, finance, IT systems, facilities, sales programs, and marketing initiatives to provide seamless support via phone, email, and in-person interactions. No two days are alike, and success means being adaptable, decisive, and ready to pivot with the evolving needs of our stores.

Skills:

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• Retailer Support: Build strong, personal relationships with stores. Provide timely, clear, and effective support via email, phone, and chat.
• Program Expertise: Understand and communicate Trek’s Retailer Program guidelines to internal teams and store staff.
• Invoicing Solutions and Order Management: Resolve order issues and invoicing errors in collaboration with Trek’s Purchasing team.
• Team Meetings: Lead and participate in weekly Customer Care meetings to stay aligned on products, programs, and campaigns.
• System Proficiency: Utilize knowledge of systems like JDE, B2B site, Sharepoint, Gigya, Backoffice, Absorb, Ascend HQ, Beyond Trust, Staples, Grainger, Amazon Business, Workday, Deputy, Verkada, ADT, Meraki, fmPilot, Costar, Power Bi, Excel, Basware and CRM
• Facilities Management: basic technical knowledge of facilities management
• Project management: Manage small-scale facilities projects from initiation to completion.
• Operational Coaching: Ensure compliance with DOTS procedures and coach stores on operational best practices.
• Financial Insight: Understand store and operations budgets, with a deep knowledge of purchasing processes
• Leadership and Communication: Lead team huddles, provide constructive feedback, and communicate clearly—even under pressure.
• Level 1 IT Support: Act as Tier 1 support for platform, website, and app issues using Gigya and Backoffice.
• Exceptional Hospitality: Go above and beyond to meet retailer needs, always prioritizing service and relationship-building.
• Communication Excellence: Maintain alignment with Managers and District Managers to ensure consistent
• Escalation and Triage: Know when and how to escalate issues, and prioritize emergencies with confidence and clarity.

Trek Benefits:

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• 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