Lead. Coach. Inspire.
The Customer Service Team Lead is responsible for mentoring and guiding a team of customer service representatives to ensure high-quality service delivery. This position supports the regional manager and is accountable for achieving profitable sales and providing outstanding customer service through a consultative approach. A successful Customer Service Team Lead has strong leadership skills, excellent communication abilities, and a commitment to customer satisfaction. This role will support team member development to grow professionally and increase their contribution to the overall business.
What You'll do
- Assist management monitoring service level agreements, team schedules, team member development, and internal coordination of tasks and duties
- Mentor and guide team members as they onboard with the organization
- Support team member development in role through rides and check-ins to ensure team member individual contribution achievement
- Be a resource for system inquiries and other software used to perform daily tasks
- Demonstrate leadership through company-driven initiatives
- Assist and coordinate creative design of internal competitions to drive Hilti sales initiatives
- Mentor team members in sustaining and continuing knowledge of existing/new products and applications to promote to customers, including customer engagement activities based on focus level
- Handle first-level escalated calls and act with urgency to resolve
- Responsible to coach teams to increase online customer base and drive online sales
- Develop a customer-centric opportunity-oriented sales and service approach with customers to build deep partnerships creating sustainable customer engagement
- Grow customer Net Sales and Gross Profit to meet Channels growth objectives
- Contribute to the opportunity-oriented sales approach by generating and developing leads in Salesforce
- Collaborate with Account Managers to build pipeline and close sales opportunities
- Outbound calling and follow-up on self-generated leads for Development (non-VIP) customers with no ISAM assigned
What You’ll Bring
- High School Diploma, required
- Bachelor’s Degree, preferred
- Minimum one (1) year in an Inbound Sales and Service role or equivalent
- Minimum of one to three (1-3) years’ sales/management experience
- Demonstrated sales and mentoring capabilities, required
- Must actively expand knowledge of new and existing products, applications, software, services, and processes
- Strong interpersonal, written communications, and presentation skills
- Must actively build and maintain knowledge of Hilti Online to increase overall customer utilization, drive online sales, and troubleshoot online customer issues
- Must understand appropriate handling of specialized market segments, including • Federal and State Government, Rental and Authorized Distributors, Automotive, • • Mining, Nuclear, etc., including strong organizational awareness of how to work high, deep, and wide within large organizations
- Strong knowledge of computer information systems such as Hilti Online, Genesys, CIC, Salesforce, SAP, Microsoft Word, Excel, and PowerPoint
- Strategic planning and organizing skills required (skilling and team scheduling)
What’s In It for You
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, 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.
Why Hilti
Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.
Commitment to Inclusion
At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.
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.