Customer Care, Guide

2 Months ago • 3-5 Years • Account Management • Operations

Job Summary

Job Description

Trek's Customer Care Team provides exceptional hospitality and builds retailer relationships through proactive service. This role focuses on either Sales Support or Technical Support, managing customer interactions (phone, email, B2B, CRM), processing warranty claims, and handling the customer service inbox. Responsibilities include delivering exceptional customer service, analyzing warranty claims, assisting retailers with technical questions, and effectively managing all customer interactions, including conflict resolution and negotiation. Bicycle retail and/or mechanic skills (3-5 years preferred) and understanding of Australian and New Zealand consumer law are highly valued.
Must have:
  • Exceptional customer service
  • CRM (MS Dynamics), ERP (JDE) experience
  • Excellent communication skills
  • Problem-solving skills
  • Bicycle retail/mechanic skills (3-5 years)
  • Understanding of Australian/NZ consumer law
Good to have:
  • Solutions-oriented mindset
  • Ability to handle conflict effectively
Perks:
  • Amazing benefits
  • Opportunities for growth
  • Positive work environment

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

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!

Similar Jobs

Redhorse Corp - Senior Intelligence Mission Analyst

Redhorse Corp

Arlington, Virginia, United States (On-Site)
2 Months ago
CAE - Customer Experience Intern

CAE

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
4 Months ago
The Walt Disney Company - Product Development Associate - Footwear, Accessories, Luggage (Fixed-term contract)

The Walt Disney Company

London, England, United Kingdom (Hybrid)
3 Months ago
Treyarch - External Development Supervisor

Treyarch

Los Angeles, California, United States (On-Site)
2 Weeks ago
Xsolla - Product Marketing Manager, Emerging Solutions

Xsolla

Berlin, Berlin, Germany (Hybrid)
1 Month ago
Take-Two Interactive - UK Tax and Treasury Intern

Take-Two Interactive

London, England, United Kingdom (On-Site)
1 Month ago
Sinch - Onboarding Specialist

Sinch

New Zealand (Remote)
2 Weeks ago
Playtika - VIP Account Specialist

Playtika

Romania (Hybrid)
3 Months ago
Schbang - Account Manager

Schbang

Mumbai, Maharashtra, India (On-Site)
2 Months ago
Varonis  - Technical Account Manager

Varonis

Courbevoie, Île-de-France, France (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Larian Studios - VFX DIRECTOR

Larian Studios

Quebec, Canada (On-Site)
1 Month ago
Betsoft Gaming - Product Manager (Game)

Betsoft Gaming

(Remote)
3 Months ago
NinjaVan - Creative Marketing Intern (Graphic Design)

NinjaVan

Makati, Metro Manila, Philippines (Hybrid)
4 Months ago
Electronic Arts - Product Management Intern

Electronic Arts

Redwood City, California, United States (Hybrid)
1 Week ago
Corsair - Sales Account Manager, Japan

Corsair

Taipei City, Taiwan (On-Site)
1 Month ago
Bigpoint - Lead Game Designer (m/ f/ d) - 5798

Bigpoint

Hamburg, Hamburg, Germany (Remote)
5 Months ago
Definitive Healthcare - Salesforce CPQ Consultant

Definitive Healthcare

Bengaluru, Karnataka, India (On-Site)
2 Months ago
NVIDIA - Software Verification Manager

NVIDIA

Yokne'am Illit, North District, Israel (On-Site)
1 Month ago
Playtech - Senior Software Architect

Playtech

Tartu, Tartu County, Estonia (On-Site)
1 Month ago
CD PROJEKT RED - Lead VFX Artist

CD PROJEKT RED

Boston, Massachusetts, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Jobs in Canberra, Australian Capital Territory, Australia

Salesforce - Enterprise Account Executive

Salesforce

Sydney, New South Wales, Australia (On-Site)
5 Months ago
Workforce Australia for Individuals - Junior UX/UI Designer

Workforce Australia for Individuals

Yennora, New South Wales, Australia (On-Site)
7 Months ago
OKX - Institutional Business Development Manager

OKX

Australia (Remote)
4 Months ago
Immutable - Enterprise Technology Engineer

Immutable

Sydney, New South Wales, Australia (Hybrid)
2 Months ago
Flying Bark Productions - Compositing Technical Assistant

Flying Bark Productions

New South Wales, Australia (Hybrid)
1 Week ago
Big Ant Studios - Senior Character Artist

Big Ant Studios

Adelaide, South Australia, Australia (On-Site)
3 Months ago
Got Game - PE Teacher - Fun, Active, Mobile

Got Game

North Sydney, New South Wales, Australia (On-Site)
2 Months ago
The Walt Disney Company - Lead Lighting Technical Director

The Walt Disney Company

Sydney, New South Wales, Australia (On-Site)
6 Months ago
The Walt Disney Company - Senior Generalist

The Walt Disney Company

Sydney, New South Wales, Australia (On-Site)
5 Months ago
Canva - Software Engineer (Python) - Data Platform (Open to remote across ANZ)

Canva

Sydney, New South Wales, Australia (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Account Management Jobs

Penumbra - Senior Accountant (m/f/d)

Penumbra

Berlin, Berlin, Germany (Hybrid)
3 Months ago
Milestone - Public Safety Key Account Manager, West

Milestone

United States (Remote)
2 Weeks ago
N-iX - Junior Financial Accountant

N-iX

Ukraine (Remote)
9 Hours ago
Unity - Developer Relations Consultant

Unity

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Netflix - Accounting Specialist (Accruals)

Netflix

Manila, Metro Manila, Philippines (On-Site)
3 Months ago
CleverTap - Associate - Accounts Payable

CleverTap

Mumbai, Maharashtra, India (On-Site)
4 Months ago
Azerion - Senior Account Manager

Azerion

Netherlands (On-Site)
3 Months ago
Huuuge Games - Senior Accountant

Huuuge Games

Masovian Voivodeship, Poland (On-Site)
7 Hours ago

Get notifed when new similar jobs are uploaded

About The Company

Hamelin, Lower Saxony, Germany (On-Site)

Germantown, Tennessee, United States (On-Site)

Waterloo, Wisconsin, United States (On-Site)

Cherry Hill, New Jersey, United States (On-Site)

Waterloo, Wisconsin, United States (On-Site)

Waterloo, Wisconsin, United States (On-Site)

Saratoga Springs, New York, United States (On-Site)

Haryana, India (On-Site)

Utrecht, Utrecht, Netherlands (On-Site)

Alexandria, Virginia, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Trek

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug