Customer Service Representative Full Time

About The Company

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 telephone or e-mail on products and applications. The job holder needs to actively promote sales in cooperation with other sales channels. Scope: Expert role in Customer Service – provides 1st tier support to CS Reps, supports with training.

• Customer Interaction: Manage all customer contacts (inbound and outbound via email, chat, and voice) with professionalism to address inquiries about products, applications, pricing, stock availability, and delivery status.
• Serve as the primary liaison between customers and field personnel, ensuring effective communication.
• Complaint Resolution: Actively handle customer complaints and strive for First Contact Resolution.
• Data Management: Ensure 100% accuracy and completeness when entering and maintaining customer master data in the SAP system, including accounts, project locations, and contact details.
• Sales Channel Promotion: Promote alternative sales channels to customers, driving the adoption of Hilti’s Multi-Channel System.
• Field Support: Provide timely and detailed communication to field-based personnel, including sales leads, customer contact details, and site visit arrangements.
• Cross-Department Collaboration: Act as a central point of contact, interfacing with Technical Salespersons, Key Account Managers, Technical Support, Hilti Centres, After-Market Service, Credit Services, Logistics, Product Management, and courier services to ensure seamless customer support.
• Manage administrative tasks , such as handling account holds, back orders, steering orders, and certificate creation.
• Contribute to improving sales productivity, quality, and overall efficiency.

Requirements:

• Bachelor’s Degree
• 2-3 years of customer service experience in a fast-paced environment
• Proficiency in English (additional languages, such as Arabic, are a plus).
• Strong computer skills ideally in SAP, Genesys, and CRM systems (intermediate to advanced).
• Excellent telephone manner.
• High commitment to customer satisfaction and continuous improvement.
• Self-motivated, energetic, and adaptable to changing priorities.
• Strong problem-solving skills, with the ability to handle complaints effectively and professionally.
• Team-oriented mindset with a customer-focused approach and a willingness to explore personal growth potential.
• Experience or knowledge of LEAN principles and methodologies is a plus.