SEA Customer Care Guide

Position Summary

The SEA Customer Care Guide has the responsibility of delivering hospitality to Trek SEA dealers in accordance with the strategic objectives of the SEA Customer Care function. Based in Thailand and works with Trek businesses in SEA.

Key Responsibilities

Customer Care, Warranty & Logistics Support – 60%

• Deliver exceptional customer care and hospitality to all Trek customers.
• Manage interactions with our dealers, consumers and partners by handling chat, email, phone, B2B and CRM inquiries with the goal of maintaining a 24-hour response time.
• Be responsible for key customer and brand touchpoints such as service claims, customer service inbox, and phone inquiries.
• Assist dealers with order maintenance, technical questions, mechanical troubleshooting, freight and invoicing enquiries.
• Engage and collaborate with the APAC Customer Care Shared Services Team as and when needed.
• Effectively manage all opportunities including ones borne of conflict and negotiation.
• Embrace a continuous improvement philosophy.
• Act as the primary point of contact for in-country logistics and customs enquiries.
• Ensure smooth handling of shipment-related matters, such as import documentation and local delivery coordination for SEA distributors and dealers.

Dealer Training – 20%

• Collaborate with SEA Territory Manager to facilitate dealer training on Products, B2B Systems and Trek Programs.
• Develop and localize training materials to suit needs of the Thailand market.
• Monitor dealer performance and provide ongoing coaching and support to drive continuous improvement.

Sales – 20%

• Support SEA Territory Manager to facilitate additional SEA local dealer visits as required.
• Participate in sales administrative tasks, as and when needed by the SEA Territory Manager.

Skills, Experience & Attributes

Essential

• A love, understanding & drive to share the joy of riding a bicycle & to change the world by getting more people on bikes.
• 3 or more years’ experience in bicycle retail.
• Native Thai speaker, Proficient in reading and writing English,(Mandarin speaking is a plus)
• A ‘solutions’ mind set with problem-solving approach.
• Eye for detail, natural curiosity and willingness to learn.
• The ability to think quickly and decisively, without emotion, taking measured consideration of all possible outcomes.
• Strong self-motivation with a proactive way of working, and ability to work unsupervised.
• Exceptional written and verbal communication, and presentation skills.
• Hospitality mentality, with a strong drive to personally take care of dealers & consumers to keep them riding.
• Experience using MS suite of products in particular MS Dynamics, Teams, Excel.
• Bring great energy & have a great sense of fun!

Preferred

• Understanding of the technical nature of bicycles, the bicycle industry and business operations.
• Experience with MS Dynamics or similar CRM system.
• Experience in JDE or a similar ERP system.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!