Customer Care Employee – Technical Guide 100% (m/f/d)

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

Trek Bicycle

Trek Bicycle is a globally leading manufacturer of innovative bicycles and bicycle accessories. We build exclusively products we love, live absolute customer orientation, and change the world by getting more people on bikes. With over 5,500 employees worldwide, we develop and produce innovative products – and have been doing so since 1976. More information can be found at www.trekbikes.com .

Customer Care Employee – Technical Guide 100% (m/f/d)

with a focus on warranty processing – Location Dübendorf (CH)

As an employee in Customer Care with a focus on warranty processing, you are the central contact point for our specialist dealers in warranty and complaint cases. You check and process warranty claims efficiently and solution-oriented, ensuring fast and transparent communication.

In close coordination with internal specialist departments, you coordinate the handling of replacement deliveries, returns, and credit notes, ensuring smooth processes along the entire process chain. You always keep an overview, recognise optimisation potentials, and actively contribute to the further development of our service and warranty processes.

With your pronounced service understanding, structured way of working, and quality standards, you make a decisive contribution to customer satisfaction and the long-term strengthening of our partner relationships.

Your main tasks:

• Processing warranty and complaint enquiries (phone, email, digital)
• Checking and independently deciding on warranty claims including handling
• Technical first advice on bikes in service and warranty cases
• Coordination of replacement deliveries, returns, and repairs
• Creation of credit notes and handling of spare parts orders
• Ensuring clear, solution-oriented communication with customers and specialist dealers
• Collaboration with internal departments (field service, logistics, accounting)
• Documentation of cases and optimisation of service processes

Your profile:

• Completed commercial or technical training (ideally two-wheel/sport)
• Experience in customer service or in complaint processing is an advantage
• Technical understanding, ideally in the bike/e-bike sector
• Structured, independent, and solution-oriented way of working
• High service and customer orientation as well as strong communication skills
• Very good German and good English skills
• Confident handling of MS Office, ideally ERP/ticket systems
• Teamwork, resilience, and good organisational skills
• Friendly manner and enjoyment of customer contact

What we offer you

• A varied and responsible area of work in a dynamic, international environment.
• An owner-managed company with Great Place to Work certification.
• Modern work equipment and an inspiring working environment.
• Possibility for up to 2 days home office per week
• Flat hierarchies, short decision-making paths, and a motivated, open team.
• Attractive Trek benefits, discounts, and development opportunities.
• A corporate culture that promotes diversity, sustainability, and team spirit.

Does this sound like your next challenge?

Then become part of our team and help shape the future of mobility with us!

We look forward to receiving your complete application at JoinUs@trekbikes.com.

Please note: Incomplete documents unfortunately cannot be considered.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!