Job: Trek Customer Service Manager in Canberra

[AUbicycles]

Trek have a new position open in Canberra. This is a copy of the key info from their job advert.



We are now recruiting for the position of Customer Service Manager (Australia and New Zealand) to join the Trek team in Canberra, Australia. This is a permanent position reporting to the General Manager. The mission of the Customer Service Manager is to provide exceptional hospitality to our customers, effectively lead the team of inside customer service and technical service reps and to build relationships with our retailers through consistent and proactive service.



Key accountabilities include:
Deliver exceptional customer service and hospitality to all Trek customers.
Manage interactions with our retailers, consumers and partners by handling phone, email, B2B and CRM inquiries and proactively communicating new programs and products
Continuous training of the customer services team to execute Trek procedures to align with our global standards
Be responsible for key customer and brand touchpoints such as service claims, customer service inbox, and phone inquiries
Monitor and maintain key customer service metrics
Successfully support the Sales Managers and lead customer services team in achieving sales and gross profit targets
Lead and anchor key dealer relationships for profitable growth
Effectively manage all opportunities including ones borne of conflict and negotiation
Manage the performance review process for all customer services team
Develop & manage a creative, enthusiastic & effective customer services team
Liaise with team members concerning ongoing activities and personnel needs
Responsibility for handling any legal claims
Key Liaison between Product, IT, Service Center, Finance and Logistics.


Preference will be given to applicants who have:
An outstanding ability to give energy in all environments.
A ‘solutions’ mind set.
The ability to think quickly and decisively, without emotion, taking measured consideration of all possible outcomes.
Exceptional IT Customer service experience in platforms such as CRM (MS Dynamics), ERP software (JDE), NPS services (Listen 360) and B2B and B2C platforms (Hybris).
Proven ability to effectively support and lead a team.
Exceptional written and verbal communication, and presentation skills.
Sound understanding of Australian and New Zealand consumer law
A great sense of fun!
Extensive experience leading the delivery of a high level of customer service
Excellent strategic and problem-solving skills including high level negotiation skills
Computer proficiency of a superior standard and ability to problem solve in an IT environment including excellent excel and BI data analytics skills.
Sound understanding of financial reporting, including balance sheets and P&L statements.



Applications
Please email your cover letter and CV to Jennifer de Raadt, HR Business Partner at WorkForTrekAustralia@trekbikes.com For further information or a confidential conversation please call Jennifer de Raadt on 02 6173 2400 ext. 36151