What's the role?
The Customer Service Manager supporting Digitial is responsible for directly overseeing a team of customer service representatives to ensure high-quality service delivery. This role is accountable for planning, executing and maintaining a profitable operation and successful implementation of Hilti’s customer service strategy. A successful Customer Service Manager has strong leadership skills, excellent communication abilities, and a commitment to enhancing customer satisfaction. This role will support team member development to grow professionally and increase their contribution to the overall business.
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?
- Manages daily operations of the customer service team, including monitoring service level agreements, team schedules, and internal coordination of tasks and duties.
- Set performance goals and monitor team progress on achieving Hilti’s strategy goals.
- Responsible for leading, mentoring and motivating the customer service team to outperform.
- Develop a high performing team through recruiting, hiring, training, developing, evaluating, and consequent performance management.
- Responsible for coordinating all activities including scheduling on a daily, weekly, and monthly basis.
- Maintain adequate business coverage while being mindful of required meetings and trainings, assigned shifts and team member vacation requests.
- Engage in team and individual coaching opportunities to provide ongoing feedback and support.
- Ensure team adherence to company standards, policies and guidelines.
- Take an active role in resolving escalated customer complaints.
- Develop and lead training sessions for new hires and ongoing training for existing staff, as needed.
- Collaborate with Tier 2 departments to address and resolve customer issues.
- Provide ongoing support to ensure Tier 1 and Tier 2 policies and documentation are in place to empower team members to resolve complex customer problems.
- Identify opportunities to improve the customer experience.
- Implement initiatives to increase customer satisfaction and loyalty.
- Ensure the team has the necessary tools and support to perform effectively.
- Additional duties as assigned.
Two percent of Hilti's annual net income is invested in projects of the Hilti Foundation.
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.
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:
- Bachelor's degree or equivalent working experience, required
- Minimum five (5) years of experience in customer service or equivalent role required; at least two (2) to three (3) years in a managerial or supervisory role, preferred
- Strong leadership and team management skills
- Demonstrated sales and mentoring capabilities, required
- Excellent verbal and written communication skills
- Demonstrated ability to lead change, adapt to a fast paced, dynamic environment on a regular basis.
- Strong problem-solving abilities and attention to detail
- Ability to handle stressful situations and manage conflicting priorities without sacrificing the customer experience
- Strong organizational and time management skills
- High level of patience and empathy when communicating with customers and team members
- Positive attitude and a customer-focused mindset
- Strong knowledge of computer information systems such as Hilti Online, Genesys, CIC, Salesforce, SAP, preferred
- Experience with Microsoft office applications (Word, Excel, and PowerPoint), preferred
- Strong presentation skills
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.
