Customer Care, Guide

Trek•Waterloo, WI

7d•Onsite

About The Position

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 At Trek, we're passionate about helping more people experience the joy of riding. Behind every great ride is exceptional support, and that's where our Customer Care team comes in. As a Customer Care Guide, you'll serve as a trusted partner to Trek's independent bicycle retailers, providing solutions, building relationships, and delivering an outstanding customer experience. You'll collaborate across teams—including Warranty, E-Commerce, Product Management, Sales, and Territory Managers—to ensure our retailers have the support they need to succeed. If you're a problem solver who enjoys building relationships, communicating with purpose, and creating positive experiences, we'd love to meet you. This position is based at Trek Headquarters in Waterloo, Wisconsin.

Requirements

A passion for delivering exceptional customer experiences and helping others succeed.
Strong problem-solving skills with the ability to think critically and adapt to changing situations.
Excellent verbal and written communication skills.
The ability to build lasting relationships with both customers and internal partners.
A sense of urgency and strong follow-through when resolving customer needs.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
A passion for learning about Trek products and the cycling industry.
Bachelor's degree or equivalent combination of education and relevant experience.

Nice To Haves

Previous bike experience is a plus, but not required.

Responsibilities

Serve as the primary point of contact for Trek retailers, resolving questions and providing timely, effective solutions.
Partner with internal teams to troubleshoot retailer issues and ensure a seamless customer experience.
Build trusted relationships with dealers through proactive communication via phone, chat, and email.
Collaborate closely with Inside Sales Representatives, Territory Managers, Warranty, and E-Commerce teams to support retailer success.
Provide knowledgeable guidance on Trek products, technical questions, policies, and best practices.
Research customer inquiries using internal systems and resources to deliver accurate and efficient resolutions.
Stay current on new products, programs, and processes through ongoing collaboration with Product Management and cross-functional teams.
Identify opportunities to improve processes and contribute to continuous improvement initiatives that enhance the dealer and customer experience.
Represent Trek's mission by participating in advocacy events, community rides, and other company initiatives.