What's the role
As a Customer Service Specialist, you are the first point of contact for each customer that tries to contact Hilti either via phone, mail or chat. The type of questions that our customers ask are very broad: going from products and application advise, questions on Fleet Management, questions on deliveries, invoicing, availability and so on.
Your goal is to answer as many questions as possible in the first contact. But don’t worry if the questions become too difficult: you can count on a strong back-office team that will back you up. Furthermore, as you will have many contacts per day, we expect you to play a key role in identifying sales leads and improving the data quality of the customers you meet.
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?
The purpose of the role is to achieve profitable sales by providing timely and appropriate customer service and technical expertise in response to customer's needs to ensure the successful achievement of the company's objectives and growth. The role involves providing information and technical advice via phone, e-mail or chat on products, applications and services. The aim is to actively promote sales in cooperation with other sales channels.
In short:
- Offer customers a high service standard
- Offer if possible a first contact solution to our customers
- Support complex customer questions
- Contribute to the sales objectives
- Contribute to the team
Did you know that Hilti was awarded the Great Place to Work certification five times in the last few years, thanks to its caring and performance-oriented culture?
What do we offer?
You will be part of the Front Office Customer Service team, where you can count on your direct colleagues to guide, help and support you where needed. You will see them a couple of times a week at the office, the rest of the time digitally during homeworking days. Your team leader will also be there to support you in your development and to be successful. Each week you will have a 1-1 discussion to re-align objectives and find solutions to ongoing topics.
We will also provide personal, material and financial support:
- Weekly individual and team meetings , as well as yearly personal development discussion
- Horizontal and vertical growth opportunities
- Work-life flexibility with 3 homeworking days and flexible hours
- A market value salary based on a 38-hour work week, as well as a collective and individual yearly bonus
- A generous salary package : group and hospitalisation insurance, net representation fees, meal vouchers, extensive Cafeteria Plan, work laptop, and smartphone with a subscription.
- 20 days of legal holidays with 5 extra Hilti days
Why choose Hilti?
It's probably already clear to you: at Hilti, your commitment , your perseverance , your customer focus and your “ Yes, we can ” attitude are paramount, regardless of your background, level of education or origin.
New hires often perceive Hilti as a warm , tight-knit company with approachable , motivated people who are always ready to help you get results together .
Will you soon be Happy@Hilti like us? We would love to meet you! Apply today via the red " Apply Now " button.
What do you bring in?
You are determined , eager to learn , and are strongly service-minded and solution-oriented . You are able to collaborate effectively with internal and external stakeholders to provide customers the best experience possible. You can also manage your work independently and enjoy working with colleagues from all departments.
You understand the importance of well-functioning processes for the success of a company and are able to detect improvement opportunities to drive change . You ideally have already had a working experience in a customer service, customer care, back office or commercial-oriented environment. Knowledge of MS Office (Excel, Powerpoint, Word) is a must, and even better if you have already worked with Sharepoint, SAP and/or Salesforce.
You can fluently communicate with customers and stakeholders in French and Dutch (spoken and written), and have a good command of English .
Do you also identify with our values of integrity , courage , teamwork and commitment ? At Hilti, you can live by them every day and be proud of the contribution you make to a sustainable world. “ Building a better future ” is our slogan for a reason.