Customer Care, Guide

Trek•Waterloo, WI

1d•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.