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Customer Care Guide
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 supported, encouraged to learn and grow, and given plenty of opportunities to do so. We invest in each other’s success and grow together as a team.
We’re proud to offer:
- Flexible working opportunities
- Enhanced family-friendly policies
- A commitment to equity—because fairness and inclusion matter to us
Together, we’ll achieve great things. Ready to start your journey with us?
Role: Customer Care Guide
Position: Customer Care Guide
Department: Customer Care
Type: Full time, Permanent
Location: Milton Keynes, UK (hybrid working approach)
Reports to: UK+ Customer Care Manager
Travel: Occasional within UK and Europe
The Role
Do you love building strong relationships and delivering exceptional customer experiences? Are you passionate about cycling, or excited to learn more about the cycling industry? If so, we’d love to hear from you.
We’re looking for a Customer Care Guide to support our retailers across Czech Republic and Slovakia, as well as a growing network of distributor partners.
In this role, you’ll be at the heart of the retailer experience—providing expert support, managing orders, resolving queries, and helping our partners succeed at every stage of their journey with Trek.
Working closely with different stakeholders, you’ll play a key role in delivering the incredible hospitality Trek is known for. You’ll work alongside a collaborative, high-performing Customer Care team that consistently delivers Outstanding service, reflected in an industry-leading Net Promoter Score (NPS) of 97.
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We’re passionate about creating positive, memorable experiences for our retailers and customers, and we’re looking for someone who shares that commitment to excellence.
This role operates Monday to Friday, 8:00am – 4:30pm.
Key Responsibilities
- Manage retailer accounts within your market, supporting order placement and maintenance while ensuring products are delivered accurately and on time.
- Partner closely with your Territory Manager to support sales performance and drive growth, contributing to monthly and annual business targets.
- Manage warranty claims within your market, working proactively to provide timely, effective resolutions (within 48 hours).
- Take ownership of customer queries from start to finish, ensuring every issue is handled efficiently, professionally, and with a customer-first approach.
- Collaborate with departments across the business to ensure the smooth and timely delivery of products and services.
- Accurately capture and maintain records of customer interactions, enquiries, and resolutions.
- Follow up on customer interactions to ensure positive outcomes and high-quality service.
About You
- Fluency in English and Czech/Slovak, with excellent verbal and written communication skills.
- A professional, approachable telephone manner.
- Good IT skills, with confidence using Microsoft Office and web-based systems.
- Strong relationship-building skills.
- Well organised, with good time management skills and the ability to manage priorities independently.
- Flexible and adaptable when responding to different customer needs.
- Experience working in a customer care or customer service environment.
- Interest in bicycle products or the cycling industry, or a willingness to learn.
- Experience dealing with technical or maintenance-related queries within the cycling industry is advantageous but not essential.
- A Cytech qualification or equivalent is desirable.
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If you don’t meet all the criteria but believe you have great value to add, let us know in a cover letter why your skillset is right for the role!
Benefits Here at Trek
- 25 days annual leave per year, plus bank holidays
- Discounted employee purchase scheme on bikes, parts and accessories
- 24/7 employee assistance program and counselling services
- 24/7 virtual GP services
- Healthcare cashback scheme
- Gym membership discounts and discounts on other health and wellbeing brands
- Annual paid time off for charity work
- Death in service benefit
- Cycle to work scheme
- Salary sacrifice EV vehicle scheme
Please note that this position is also being advertised as a contractor opportunity in CZ/SK.
Trek Values
Trek is a place where you’re valued for being you. If you’re really into bikes, that’s great. If you’re not (yet), that’s great too. Because there’s a lot more to Trek than bikes.
Every person has a unique history and life experience to bring to the table. We respect that. That’s what makes us who we are.
Trek was named to Fortune Magazine’s list of Top 100 Best Companies to Work For. Learn more of why Trek is one of the top 100 Greatest Place to Work.
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