Customer Service Representative

About the role

A Hilti Customer Service Representative combines expertise, empathy, and efficiency to handle inbound inquiries from customers and internal teams. The role involves providing outstanding inbound services, understanding specialized market segments, presenting Hilti's strategies, and utilizing situational selling skills to convert prospects into buying customers.

Responsibilities

• Provide outstanding inbound services to our internal and external customers including consultative sales, technical inquiries, and support
• Understand appropriate handling of specialized market segments including Federal and State Government, Rental, Automotive, Mining, Nuclear, etc.
• Understand and present Hilti's Channel Strategy and New Product and Trade Strategy
• Sustain and continue knowledge of existing and new products and applications
• Increase overall customer base, drive online sales, and troubleshoot online customer issues using Hilti Online
• 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
• Receive and process inbound calls, faxes, emails, chat function, repair and technical inquiries from both customers and field sales personnel
• Manage up to 60-75 customer contacts per day
• Work an 8-hour shift between the hours of 9am-7pm central time

Requirements

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

Ability to thrive both independently and in a team environment

Strong technical and customer relationship management skills required

Able to multitask, prioritize, and manage time effectively

Excellent written, verbal, and presentation skills

Qualifications

Drive to develop strong and sustainable customer relationships

Skills

Ability to utilize Situational Selling Skills

Benefits

Competitive base salary and exciting bonus potential

Robust benefits package including:

• Generous paid time off policy
• Health & wellness benefits
• 2 days per year to give back in your local community
• Paid family leave
• Education reimbursement
• RPP matching
• Medical/dental/vision coverage
• International assignments

What’s In It for You

We offer hands-on integration training and ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate.

Legal Notice

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.