Customer Care, Guide

Waterloo, United StatesOn-site

Responsibilities

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.
Research customer inquiries using internal systems and resources to deliver accurate and efficient resolutions.
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.

Strong problem-solving skills with the ability to think critically and adapt to changing situations.
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.
experience is a plus, but not required. Bachelor's degree or equivalent combination of education and relevant experience. Trek Benefits:

Competitive health care
PPO & HDHP medical plan options, Dental insurance, Vision insurance
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.
This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

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.
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.
What You'll Do Serve as the primary point of contact for Trek retailers, resolving questions and providing timely, effective solutions.