What's the role?
The role of the Order Management Specialist is to provide a dedicated resource for prioritized customers. They will serve as a direct contact for the field team members regarding their customer open orders. The Order Management Specialist will work all open orders for prioritized customers to remove any barriers for fulfillment and communicate any delays directly to the customer. They will identify areas for process improvement and help development solutions to recurring order issues.
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?
- Increase customer engagement and delivery satisfaction by providing transparency to outbound shipments and proactively communicate delivery delays.
- Resolve potential fulfillment issues by presenting delivery solutions based on available stock levels, consolidating order shipments, and expediting shipments where necessary.
- Monitor open orders daily and take corrective actions to resolve order issues in a timely manner for high potential and target accounts.
- Effectively use database analysis to record actions taken and characteristics of orders identified as failures.
- Develop trust with the field to increase field team member productivity and reduce incoming inquiries.
- Create stock movements (STOs, POs) to fulfill prioritized customer orders.
- Provide product information and guidance to customer where needed in order process (replacement items, additional product for order, etc.).
- Perform other duties as assigned.
Last year, 89.2% of all first-year hires stayed with the organization.
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.
- Bachelor’s Degree, preferred.
- Minimum one (1) year in either Customer Service or Logistics Role.
- Demonstrated working knowledge of SAP and order entry tools.
- Strong interpersonal and written communication skills.
- Strong knowledge of computer information systems including Hilti Online, SAP, Microsoft Office Suite.
- Ability to adapt to varied business needs and handle multiple projects is required without sacrificing the personalized service of our customer.
- Clear understanding of Hilti North America trade and engagement strategy, including the development of strategic customers.
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.
