What are the responsibilities and job description for the Customer Service Representative position at Hilti North America?
What's the role?
This role is responsible for influencing and serving all Hilti customers; including internal Hilti customers (i.e. field account managers) and/or other Hilti team members who have direct relationships with the Hilti customer experience. This position is accountable for achieving profitable sales, providing timely and appropriate customer service, and technical expertise with strong orientation to understanding a customer’s specialized needs and requirements and ensuring the successful achievement of the company’s objectives.
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
What does the role involve?
What do we offer?
In addition to a competitive base salary and exciting bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, RPP matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120 countries in which we operate.
What you need is:
We're a big company with a family-owned feel. You will be given the opportunity to make big changes that will ripple throughout the industry while feeling right at home with the Hilti family.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
This role is responsible for influencing and serving all Hilti customers; including internal Hilti customers (i.e. field account managers) and/or other Hilti team members who have direct relationships with the Hilti customer experience. This position is accountable for achieving profitable sales, providing timely and appropriate customer service, and technical expertise with strong orientation to understanding a customer’s specialized needs and requirements and ensuring the successful achievement of the company’s objectives.
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
What does the role involve?
- Provide outstanding inbound services to our internal and external customers including consultative sales, technical inquiries, and support
- Must understand appropriate handling of specialized market segments including Federal and State Government, Rental, Automotive, Mining, Nuclear, etc. including strong organizational awareness of how to work high, deep, and wide within large organizations
- Understand and present Hilti's Channel Strategy and New Product and Trade Strategy
- Responsible for sustaining and continuing knowledge of existing and new products and applications
- Strong knowledge level of Hilti Online to increase overall customer base, drive online sales and troubleshoot online customer issues
- Ability to handle transactions involving customers’ terms and conditions in accordance to Hilti's legal guidelines and any applicable regulatory standards
- Utilize Situational Selling Skills to convert prospects into buying customers to support Hilti's Growth Strategy
- Responsible for receiving and processing inbound calls, faxes, emails, chat function, repair and technical inquiries from both customers and field sales personnel
- Successful time management skills to provide quality service with 60 - 75 customer contacts per day
- Ability to work an 8-hour shift between the hours of 9am-7pm central time. Specific scheduling preferences and requirements will be discussed during the interview process
What do we offer?
In addition to a competitive base salary and exciting bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, RPP matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120 countries in which we operate.
What you need is:
- High School diploma or GED required; Bachelor’s degree preferred
- Previous customer service and/or sales skills required
- Strong knowledge of computer systems such as SAP, Microsoft Word, Excel strongly preferred
- Be able to thrive both independently and in a team environment
- Strong technical and customer relationship management skills required
- Ability to multitask, prioritize, and manage time effectively
- Excellent written, verbal, and presentation skills
- Drive to develop strong and sustainable customer relationships
- Mobility and desire to develop preferred
We're a big company with a family-owned feel. You will be given the opportunity to make big changes that will ripple throughout the industry while feeling right at home with the Hilti family.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
