Customer Care - eCommerce, Guide

Trek Bikes; Wisconsin; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health care

401(k) with match

Employee discounts

Maternity leave (12 weeks)

Tuition Reimbursement

Job summary

Trek Bikes is seeking a dedicated Customer Care - eCommerce specialist to welcome our online customers and retailers, guiding them to the right bikes and accessories for an optimal riding experience. You will engage via email, phone, live chat, and video, delivering hospitality and timely resolutions.

You will collaborate with Trek’s product teams and shops, continually learning to improve processes and customer satisfaction while maintaining strong relationships across channels.

Qualifications

• Excellent hospitality and communication skills via phone and online chat.
• Technical understanding of bicycles and bicycle repair.
• Able to build and maintain strong relationships with customers and shops.

Responsibilities

• Serve as a resource for customers and retailers on product and technical questions with empathy and urgency.
• Help customers choose bikes, accessories, and Trek products for an excellent biking experience.
• Assist customers via email, phone, live chat, or video within established standards.
• Partner with shops to create great solutions for riders.
• Continuously learn and suggest process improvements to enhance hospitality.
• Provide customer feedback to Product Managers and help them understand Trek products.
• Research and resolve inquiries using databases and resources.

Skills

Hospitality skills

Communication

Technical bicycle knowledge

Customer service mindset

Multitasking

Tools

CRM software

Job description

## Customer Care - eCommerce, GuideApplylocations: Waterloo, Wisconsintime type: Full timeposted on: Posted Todayjob requisition id: Trek115399## A bit about usTrek 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 Trek eCommerce team welcomes our customers to the best online bike shop in the world, trekbikes.com. We are seeking a dedicated and enthusiastic individual to demonstrate exceptional hospitality in the e-commerce space. Our ideal candidate is passionate about helping people achieve their goals, finding solutions for our customers, and takes pride in celebrating the success of others.**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:*** Love all things bikes and cycling.* Excellent hospitality and communication skills through phones and online chat.* Technical understanding of bicycles and bicycle repair.* Comfortable working with multiple computer programs and applications.* 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.* Looking to support weekends while still giving two days off in a row. Schedule to be 10:00am-7:00pm CST.**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. 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.