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
SEA Customer Care Guide
Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. Trek believes the bicycle can be a simple solution to many of the world’s most complex problems and is committed to breaking down the barriers that prevent people from using bicycles more often for transportation, recreation, and inspiration. Our mission is to create products we love, and to take care of our customers. We value our team, making sure the best is on the field. We value new ideas from all sources, inspiring others with our positive energy, dealing with reality to make the tough calls, and getting things done fast. We want to turn ideas into reality.
Role Title: SEA Customer Care Guide
Department: Sales
Location: Thailand
Reporting Line: SEA Territory Manager
Position Summary
The SEA Customer Care Guide has the responsibility of delivering hospitality to Trek SEA dealers in accordance with the strategic objectives of the SEA Customer Care function. Based in Thailand and works with Trek businesses in SEA.
Key Responsibilities
Customer Care, Warranty & Logistics Support – 60%
- Deliver exceptional customer care and hospitality to all Trek customers.
- Manage interactions with our dealers, consumers and partners by handling chat, email, phone, B2B and CRM inquiries with the goal of maintaining a 24-hour response time.
- Be responsible for key customer and brand touchpoints such as service claims, customer service inbox, and phone inquiries.
- Assist dealers with order maintenance, technical questions, mechanical troubleshooting, freight and invoicing enquiries.
- Engage and collaborate with the APAC Customer Care Shared Services Team as and when needed.
- Effectively manage all opportunities including ones borne of conflict and negotiation.
- Embrace a continuous improvement philosophy.
- Act as the primary point of contact for in-country logistics and customs enquiries.
- Ensure smooth handling of shipment-related matters, such as import documentation and local delivery coordination for SEA distributors and dealers.
Dealer Training – 20%
- Collaborate with SEA Territory Manager to facilitate dealer training on Products, B2B Systems and Trek Programs.
- Develop and localize training materials to suit needs of the Thailand market.
- Monitor dealer performance and provide ongoing coaching and support to drive continuous improvement.
Sales – 20%
- Support SEA Territory Manager to facilitate additional SEA local dealer visits as required.
- Participate in sales administrative tasks, as and when needed by the SEA Territory Manager.
Skills, Experience & Attributes
Essential
- A love, understanding & drive to share the joy of riding a bicycle & to change the world by getting more people on bikes.
- 3 or more years’ experience in bicycle retail.
- Native Thai speaker, Proficient in reading and writing English,(Mandarin speaking is a plus)
- A ‘solutions’ mind set with problem-solving approach.
- Eye for detail, natural curiosity and willingness to learn.
- The ability to think quickly and decisively, without emotion, taking measured consideration of all possible outcomes.
- Strong self-motivation with a proactive way of working, and ability to work unsupervised.
- Exceptional written and verbal communication, and presentation skills.
- Hospitality mentality, with a strong drive to personally take care of dealers & consumers to keep them riding.
- Experience using MS suite of products in particular MS Dynamics, Teams, Excel.
- Bring great energy & have a great sense of fun!
Preferred
- Understanding of the technical nature of bicycles, the bicycle industry and business operations.
- Experience with MS Dynamics or similar CRM system.
- Experience in JDE or a similar ERP system.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!