The role of the Bilingual Inbound Customer Service Rep is responsible for influencing and serving all Hilti customers; including internal Hilti customers (i.e. field account managers) and/or other Hilti team members who have direct relationships with the Hilti customer experience. This position is accountable for achieving profitable sales, providing timely and appropriate customer service, and technical expertise with strong orientation to understanding a customer’s specialized needs and requirements; ensuring the successful achievement of the company’s objectives and growth within their assigned Market Organization.
- Provide outstanding inbound services to our internal and external customers including consultative sales, technical inquiries, and support
- Must understand appropriate handling of specialized market segments including Federal and State Government, Rental, Automotive, Mining, Nuclear, etc. including strong organizational awareness of how to work high, deep, and wide within large organizations
- Understand and present Hilti's Channel Strategy and New Product and Trade Strategy
- Responsible for sustaining and continuing knowledge of existing and new products and applications
- Strong knowledge level of Hilti Online to increase overall customer base, drive online sales and troubleshoot online customer issues
- Ability to handle transactions involving customers’ terms and conditions in accordance to Hilti's legal guidelines and any applicable regulatory standards
- Utilize SSS to convert prospects into buying customers to support Hilti's Growth Strategy
- Responsible for receiving and processing inbound calls, faxes, emails, chat function, repair and technical inquiries from both customers and field sales personnel
- Successful time management skills to provide quality service with 60 - 75 customer contacts per day
- High School diploma or GED required; Bachelor’s degree preferred
- Bilingual proficiency in French & English, required
- Participate in the international business travel, to the United States for your initial training. Please note that any travel visa requirements will be your responsibility to obtain and need to be in hand before applying
- Previous customer service and/or sales skills required
- Strong knowledge of computer systems such as SAP, Microsoft Word, Excel strongly preferred
- Be able to thrive both independently and in a team environment
Strong technical and customer relationship management skills required
- Ability to multitask, prioritize, and manage time effectively
- Excellent written, verbal, and presentation skills
- Drive to develop strong and sustainable customer relationships
Mobility and desire to develop preferred
The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skills sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate is for this particular job posting. Please be advised that a different location may result in a different range.
At Hilti, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,000 - $62,000, with bonus of 7.5% at target.
- Medical/Dental/Vision effective the first day of the month following employment
- Team member Only coverage premiums paid by Hilti
- Basic Life, Accident and Disability (AD&D) insurance paid by Hilti
- Business Travel Accident paid by Hilti
- Basic Dependent Life Insurance paid by Hilti
- Option Life, AD&D, and Critical Illness for team member and dependents
- Short-term Disability paid by Hilti
- Registered pension plan with dollar-for-dollar matching up to 5%. Eligible to participate after 12 months of continuous service with immediate vesting
- Generous Paid Time Off policy and holidays including two days to give back to your local community
- Paid parental leave, sabbaticals, military leave
- Up to five days per year of back-up daycare
- Employee Assistance Program (EAP), company-paid wellness screenings
- Opportunities for growth – shift careers, support your professional development, or get assigned to any of the 120+ countries in which we operate
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.
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.
Working Conditions:
- Must be able to sit for prolonged periods of time and spend extended amount of time on the phone
- This position will participate in a variety of occasional tool training that will require:
- Lifting of tools up to 65lbs
- Some exposure to excessively loud noises
Safety Requirements:
- Hardhat, safety vest, safety glasses, gloves, steel toe boots, ear protection, and long pants required for occasional tool training
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.
