Bilingual Customer Service Representative

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; ensuring the successful achievement of the company’s objectives and growth within their assigned Market Organization.

Who is Hilti?

Hilti is making construction better by fulfilling our customers' promise as being the best partner for productivity, safety, and sustainability. We challenge norms to bring innovative, top-of-line solutions to the global construction industry, and beyond. Hilti is 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 SSS 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
  
  

Hilti North America has been consecutively recognized in Selling Power’s Top 50 Companies to Sell For in the last 18 years, coming in at #6 in 2023.

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 and student loan assistance, 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
• Bilingual proficiency in both French and English required
  
  

Who should apply?

We are committed to caring for our people, which is why our retention has been over 90% for the last five years. It’s why we haven’t gone through any waves of layoffs – even during the COVID-19 pandemic. We value development, which is why 80-90% of our roles are filled internally. It’s why most of our team members come from a non-construction background.

Success at Hilti comes down to teamwork and ability – the Hilti culture is contagious, and we have an excellent mix of people who are always looking to help one another.

Working Conditions

• Must be able to sit for prolonged periods of time and spend extended amount of time on the phone
• This position will participate in a variety of occasional tool training that will require:
• Lifting of tools up to 65lbs
• Some exposure to excessively loud noises
  
  

Safety Requirements

• Hardhat, safety vest, safety glasses, gloves, steel toe boots, ear protection, and long pants required for occasional tool training
  
  

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.