Cust Care Loyalty & Sales Specialist

What's the role?

A Customer Care Specialist (CCS) is responsible for supporting Hilti North America (HNA) in the exceptional handling of customer care actions (both in complaints, complements, and outstanding situations). Responsibilities include, but are not limited to, minimizing financial risk related to credit processing, assist in training on first contact resolution, support on tasks related to care handling resolution. A CCS also acts as local process expert for system and processes related to customer care and completes ongoing improvement activities to reduce common failures that result in customer care needs.

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 customer support to internal (AM, Credit, CS, HS, Logistics, etc.) and external customers via both inbound and outbound contacts.
• Utilize business knowledge and SAP expertise to assess failures and provide customer solutions.
• Willingness to champion all customer needs and provide high quality resolution in partnership with other teams as required.
• Utilize sales and complaint resolution skills to secure customer loyalty, future sales and grow platform through high quality customer care.
• Act to continuously improve customer care activities through continuous improvement activities.
• Achieve customer satisfaction targets and resolution objectives by acting on real-time feedback and care objectives.
• Additional duties as assigned

What do we offer?

Other than the ongoing training & mentoring mentioned above, you’ll be given everything you need to excel in your role. You’ll receive a generous compensation package for the work that you do with the possibility to earn bonus for going above and beyond. You’ll get great benefits including Medical and Dental insurance, generous Paid Time Off (including 2 days to go and give back to your local community however you want) educational reimbursement, health and wellness days – the list goes on.

We also offer many opportunities to develop your career in various departments of interest (which we think is a pretty unique perk) alongside the possibility to work internationally in any of the 120+ countries we operate within if you decide that’s the path you’d want to take.

What you need is:

• High School Diploma/GED, required.
• Bachelor’s degree, preferred.
• Minimum three (3) to five (5) years’ experience in operational expertise resulting in a deep knowledge of material and inventory processes including touch points with Customer Service, Distribution Centers, Hilti Stores, Fleet Management, Credit, Finance, Tax, Global Business and IT.
• Exceptional written and verbal communication skills required.
• Knowledge and experience in SAP, PowerPoint, Windows, and Excel required. Demonstrate learning agility and capacity to tackle sophisticated challenges.
• Excellent problem solving and decision-making skills.
• Excellent communication, interpersonal and presentation skills with proven ability to work cross departmentally

Why should you apply?

Let’s face it, we know there are lots of other companies out there, however, we have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. Throughout the program you will work with leaders who not only understand our business but have a passion for people development and helping others achieve greatness.

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.