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

The mission of the Customer Care Team is to provide exceptional hospitality to our customers, and to build relationships with our retailers through consistent and proactive service. We are now recruiting two Customer Care Representatives – one role will be focused on Sales Support while the other will be focused on Technical Support.

Key accountabilities include:

• Deliver exceptional customer service and hospitality to all Trek customers.
• Manage interactions with our retailers, consumers and partners by handling phone, email, B2B and CRM inquiries and proactively communicating new programs and products.
• Be responsible for key customer and brand touchpoints such as service claims, customer service inbox, and phone inquiries.
• Analyse and process warranty service claims.
• Manage the customer service inbox with your co-workers.
• Assist retailers with technical questions and mechanical troubleshooting.
• Effectively manage all opportunities including ones borne of conflict and negotiation.

Preference will be given to applicants who have:

• An outstanding ability to give energy in all environments.
• A ‘solutions’ mind set.
• The ability to think quickly and decisively, without emotion, taking measured consideration of all possible outcomes.
• Exceptional IT Customer service experience in platforms such as CRM (MS Dynamics), ERP software (JDE).
• Exceptional written and verbal communication, and presentation skills.
• Bicycle Retail and/or mechanic skills (min 3 years’ experience but preferably min 5 years’ experience)
• Understanding of Australian and New Zealand consumer law.
• A great sense of fun!

Trek Bicycle employees inspire each other to reach their potential. Inside Trek the energy, enthusiasm and passion for sharing the joy of riding a bicycle is unmistakable. From Canberra, Australia to Waterloo, Wisconsin U.S.A. each office cultivates a unique, inspirational community with a relentless focus on positive energy and customer service. A career at Trek Bikes demands resourcefulness and ambition – and offers the opportunity to do something great in your lifetime with the best brand, best teammates and the best retail partners in the industry.

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