Customer Service Manager

2 weeks ago

Johannesburg, South Africa Trek Bikes Full time

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**:
We are searching for a highly motivated and experienced Customer Care expert to lead our inside sales and support teams.

Your goal will be to create awesome customer experiences for Trek Bicycle retailers through our Omni channel by providing outstanding hospitality, setting customer satisfaction goals, and enhancing the overall customer journey. You will also be responsible for sales support needs including employee purchases, company pro deals, vendor rebates, special programs, and more.

**Responsibilities**:

- Effectively coach and lead a customer care team to consistently hit metrics and provide an amazing customer experience with hospitality.
- Create a continual learning environment for customer care team on new products and services.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Summarize and report department metrics and goals to determine the meeting of business executives.
- Implement effective customer care procedures, policies, standards and best practices.
- Provide training and documentation for department related touchpoint systems.
- Respond to and resolve any escalated customer and or consumer commission matters.
- Work with IT to enhance and improve retailer-facing processes, including Trek’s B2B platform, for simplicity and the best customer experience.
- Hire, onboard and train new customer care employees.
- Manage budget relating to headcount and operating expenses for the inside sales and sales support teams.
- Oversee order allocation to ensure compliance with global metrics
- Manage budget relating to Goodwill and Warranty expenses
- Develop and maintain the department vision
- Attending to walk in-customers and our B2B partners.
- Stay informed on the latest industry techniques and methods.

Position Requirements:

- Bachelors degree in Business Administration, Management, or relevant field preferred
- Minimum of 5 years’ proven experience in a customer care/hospitality position, some of which in a managerial role
- Proficiency in Microsoft Office, customer service software, databases, and CRM tools
- Outstanding written and verbal communication skills
- Good understanding of management practices and techniques
- Excellent leadership and interpersonal skills
- Bicycle industry knowledge preferred
- Omnichannel experience preferred
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_

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