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?
At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.
Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.
What does the role involve?
- Provide customer support to internal (Account Managers, Credit, Customer Service, Hilti Stores, 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
- Reduce credit processing frequency, cost, and payment delay of open receivables through the credit processing activities the team is responsible for
- Support in setting and training performance standards to provide a high level of quality resolution achieved
- Support the creation, maintenance, and distribution of care support related reporting. Including trends, volumes, performance, customer, sub-type, and financial impact of activities
- Assist in the handling of escalated requests that require out of the box thinking for resolution
- Additional duties, as assigned
Hilti North America ranked #1 in our industry on Glassdoor's 'Top 100 Best Places to Work' for 2025.
What do we offer?
In addition to a competitive base salary and 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, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.
What you need is:
- High School Diploma/GED, required
- Associates 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. Solid knowledge of SAP systems – APO & R3
- 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
- Strong analytical and critical thinking skills and mathematical aptitude required
- Must be detail oriented, well organized, and able to handle multiple responsibilities
Why should you apply?
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.