Guide

Job Description

Customer Care - eCommerce Guide

A bit about us

At Trek, 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.

Position Description

The Trek eCommerce team works with customers that visit us on trekbikes.com and is looking for a Rockstar to help show what awesome hospitality looks like in e-commerce! Our next teammate gets excited about the idea of helping people achieve their goals and seeing other people celebrate success.

What you’ll be doing :

• Acts as a resource for customers and retailers regarding product and technical questions with the right amount of empathy and urgency.
• Help customers choose the right bikes, accessories, and other Trek products to ensure an awesome biking experience.
• Assist customers via email, phone, live chat, or video within expected standards.
• Partner with shops to create awesome solutions for riders.
• Continuously learn and suggest process improvements to enhance our hospitality.
• Communicate with Product Managers to give customer feedback and understand Trek products.
• Utilize databases and resources to research and resolve consumer inquiries.
• This job description may not cover or contain all the activities, duties, or responsibilities that are required of a team member.

Responsibilities and activities may change at any time.

What you’ll bring to the profession :

• Excellent Hospitality and Communication skills.
• Must be able to build and maintain strong relationships.
• Strong desire to contribute to an outstanding customer service organization within the bicycle industry.
• Internet Speed : At least 100 MBs download and upload speeds.
• Sunday - Thursday or Tuesday - Saturday; 9 : 00 am to 6 : 00 pm

Location : Waterloo, WI or fully remote available

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

We are an Equal Employment Opportunity ( EEO ) Employer.

Last updated : 2024-05-18