Customer Care, Guide

undefined ago • All levels • Customer Service

Job Summary

Job Description

Join Trek as a Customer Care Guide, serving as the vital link between Trek and independent bicycle dealers. This role enhances the Customer Care department through exceptional communication and follow-through, collaborating with warranty/ecommerce teams and territory managers to ensure unparalleled service. Responsibilities include resolving retailer issues, elevating customer service, maintaining dealer communication, driving improvement, offering expert product advice, and participating in community events. The ideal candidate is passionate about customer service, possesses strong communication and relationship-building skills, and holds a Bachelor’s degree.
Must have:
  • Resolve and troubleshoot all retailer issues, managing communication with partners and HQ teams.
  • Elevate customer service by helping stores deliver outstanding service to consumers.
  • Communicate with dealers via phone and email to ensure their needs are met.
  • Collaborate with Inside Sales Reps and Territory Managers for seamless customer service.
  • Engage in continuous improvement efforts to add value to Trek, dealer network, and end users.
  • Offer expert advice on products and technical questions to end users and bicycle retailers.
  • Keep up with new and evolving products by communicating with Product Managers.
  • Use databases and resources to address and resolve consumer inquiries.
  • Participate in Trek advocacy events and charity rides to make a positive community impact.
Perks:
  • 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

Job Details

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

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