Customer Care Team Leader

Customer Service Harderwijk, Netherlands



Trek Bicycle Corporation is the world leader in bicycle products and accessories with over 2000 employees worldwide. Trek is dedicated to building bikes for the world’s greatest cyclist to the kid next door. That drive for new ideas and passion for building and selling bikes made us expand rapidly. TREK has several offices in the United States, Asia and Europe. The sales office for the Benelux together with our Customer Care department and some staffing functions are located in Harderwijk. Currently we are looking for a new fulltime colleague:

Customer Care Team Leader


The CC Team Leader supports the team members of Customer Care in a way that goals are met. The team Leader is also responsible for continuously improve the processes and performance of the CC team.

The Team Leader is directly managing a team of 8 CC (senior) experts. The Team Leader is responsible for the results of the agents on quality, efficiency and effectiveness. The Team Leader is monitoring the service levels on a daily base and will report to the Customer Care Manager.

Your valuable role will be:

  • Supervise the Customer Care 1st line of Trek Benelux
  • Hospitality driven. Get to a “Yes!” with customers
  • Oversee held orders and backorders
  • Report sales status and discuss issues
  • Ensure best practice working procedures within Customer Care are maintained. Hit Trek Global CC standards
  • Monitor telephone performance using calls statistics
  • Facilitate bi-weekly team meetings to ensure dissemination of issues, news and ideas
  • Make sure team is trained together with the tech Team Leader on (new) product for bikes as well as P&A
  • Produce valuable information on dealer, sales, territory info and performance with BI and IT in interpretation data and create action plans
  • Advice and execute for close out sales & promos. Including Demo- and S&D bikes
  • Manage the performance review process for CC staff
  • Manage staffing issues within Customer Care
  • Stimulate a pro-active, positive, creative, enthusiastic and effective Customer Care Team
  • Liaise with team members concerning ongoing activities and personnel need
  • Produce sales information for use by l sales teams
  • Key liaison between JDE/IT & CC Sales team
  • Work in close relation with the Tech Team Leader to provide high level CC to dealers
  • Help where needed
  • Be direct contact person for large accounts
  • On frequent basis visit dealers to stay in contact and be in the field

Ideal candidate:

  • Positive attitude, can do mentality, good motivator
  • Sales driven
  • HBO – level or up
  • Customer Care experience (at least 2 years)
  • Strong computer skills, experienced in creating reports in Excel / BI
  • Strong problem-solving skills
  • Effective communicator
  • Strong written/verbal communications skills in Dutch & English
  • Knowledge of bikes and cycling is desirable

Trek offers:
An informal, challenging and motivating company culture, where initiative and pro-activity are highly valued. We provide you with a stimulating work environment with enthusiastic colleagues, responsibility and independence. We will compensate you with a competitive salary and benefits package. Please send your letter and resume to



We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish