Customer Care, Guide

About the role

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!

What You'll Do

• 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.

What You'll Bring

• 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.

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

Equal Employment Opportunity

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.