Customer Service Representative (hybrid)

The Customer Service Representative (CS Rep) Inbound is responsible for managing and resolving all incoming customer inquiries, providing effective solutions, and fostering strong relationships with clients.

This role plays a crucial part in developing stable, short-term customer relationships by delivering high-quality services through professional advice and solutions. The CS Rep ensures prompt and efficient handling of customer complaints and requests, maintaining accurate and up-to-date customer information in the system. The role also involves close collaboration with the sales team and other departments to ensure the best possible customer service experience. Working hours: Monday to Friday: 8 am to 4 pm.

What You'll Do

Operational Duties:

• Handle all incoming and outgoing calls for internal and external customers professionally and efficiently, addressing:
  
  

a.Technical product specifications and application queries

b.Dispatch and management of customer quotes

c.Customer complaints

d.Promotion of services

e.Product availability inquiries

f.Customer requests for certifications and documentation

• Process sales/service orders and enter data into the SAP system, ensuring accurate and up-to-date records:
  
  

o Sales orderso Quality leads and activity tasks based on customer interactionsWhat You’ll BringWhat’s In It for YouWhy Hilti

• Service orders
• Repair orders
• Creation of customer accounts
• Updating contact details with each customer interaction
• Billing and invoicing for sales orders
• Electronic dispatch of monthly leasing invoices to customers
• Support the sales team by providing:
• Timely, accurate, and detailed messages
• Promote all sales channels effectively.
• Ensure timely and effective management of customer complaints.
• Bachelor’s degree preferably in Business, Marketing, Engineering or related field is strongly preferred
• Previous experience in a similar customer service role is preferred.
• Very good command of English.
• Competence in computer usage (MS Office).
• Strong written and verbal communication skills.
• Customer service-oriented mindset.
• Team collaboration skills.
• A friendly, inclusive environment where expressing yourself is appreciated.
• Opportunities to advance your career.
• Continuous Training & Development opportunities through global platforms.
• Multinational environment with opportunities for personal & professional growth.
• Employee Wellbeing: prioritize the wellbeing of our employees with healthcare benefits
• Corporate Responsibility: Contribute to our corporate social responsibility initiatives and be part of a company that gives back to the community.
  
  

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.