Jobs at Trek Bicycle

As a Customer Service Representative your primary mission is to provide front-line support for our customers. By using available resources, the successful candidate will go above and beyond to provide world class customer service in an efficient and friendly manner.                            

Objectives          

• Providing front line technical support and facilitating warranty related queries
• Building and maintaining relationships with Trek South Africa retailers.
• Support Territory Managers in managing sales and strategic direction for the territory.
• Provide outstanding customer service by acting as a liaison between Trek & retailers for all sales & service-related needs.
• Solve all the service issues warranty related issues in a positive and efficient manner.
• Monitor and assist financial services with credit status controls.                            

Responsibilities                              

• Be the technical liaison and solutions rep with Trek Retailers
• Work as a team with Territory Manager to accomplish goals.
• Manage set up, support and communications of Trek’s B2B system
• Assist with training and maintaining Trek’s retailer training platform Trek University
• Respond to retailer inquiries and provide a speedy and thorough resolution to ensure customer satisfaction.
• Process orders timely & accurately. Manage back orders & shipments.
• Embrace a continuous improvement philosophy.             
• Seizes opportunities to help retailer provide top-level customer service to consumers.
• Acts as a resource for both end users and retailers regarding all product and technical questions.
• Help facilitate retailer collections and credit control.

Requirements         

• Must have a technical background with dealing with bicycles and understanding their attributes
• Must have good written and verbal communication skills             
• Proficiency with Microsoft Office Suite programs - Excel, Outlook, Word.
• Prior customer service experience is preferred
• Prior industry knowledge experience will be beneficial.
• Knowledge of/passion for cycling a plus.
• Exceptional work ethic, integrity and drive to produce only great work.
• Must display strong organizational skills, be able to handle multiple tasks and manage priorities in a focus but flexible manner.
• Business communication proficiency is a must. Must be able to communicate clearly and effectively at all levels of organization.
• Dynamic and high energy. Understand how to work with a sense of urgency.
• Successful team members are positive and calm in a busy environment. They do more than is asked of them and they work well on their own.

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This individual will use knowledge of the market to localize Trek’s global marketing strategy and implement marketing initiatives to meet organizational objectives.The ideal candidate will be familiar with a creating a marketing strategy, technically skilled in digital marketing and always looking to improve. This position will work with our Trek HQ team to ensure global consistency, be comfortable creating and managing budgets, driving strategy decisions within the department, providing best practices to our dealers and working closely with the senior management team to make high level business decisions.

Position Responsibilities:

• Adopt an ownership mentality to develop and implement strategic growth plan for the market
• Localize Trek’s global marketing plan and develop local marketing strategy
• Create and execute annual marketing plan and calendar.
• Work with our retailers on retail marketing campaigns and best practices
• Embrace a continuous improvement philosophy
• Understanding of key financial metrics that drive the business
• Set strategic marketing plans for product launches each year
• Control expenses to meet budget targets
• Be a highly motivated team player that is focused on success
• Experience working with sponsorshops and ambassadors
• Excellent communications skills and ability to listen effectively
• Review and report on market statistics and competitive analysis
• Requires some traveling and weekend work for dealer visits, races, etc.

Position Requirements:

• The successful candidate will be an energetic self-starter that can excel in a fast paced, consultative role
• Bachelor’s degree or equivalent work experience required
• 3-5 years of marketing related experience
• Strong communication and presentation skills
• Advanced knowledge of web/digital media and marketing best practices.
• Ability to deal with reality and make tough calls
• Customer service focused
• Experience with Microsoft 365 programs - proficiency in Excel and PowerPoint
• Positive attitude, hands on and can-do mentality
• Fluency in English
• National and International travel required
• Bonus if you have cycling knowledge or are passionate about the sport