Make every customer experience count.
As a Customer Service Representative at Hilti, you will be the primary point of contact for customers, delivering outstanding service across phone, email, and chat channels. This role is focused on building strong customer relationships by providing timely support, resolving enquiries and complaints, and ensuring a seamless customer experience.
You will work closely with internal teams including Account Managers, Logistics, After Market Service, Finance, and Marketing to coordinate solutions and meet customer needs. The role also involves maintaining accurate customer information in SAP, supporting sales activities through lead generation and appointment coordination, and promoting digital and self-service channels to enhance the customer journey.
Success in this role requires strong communication skills, attention to detail, a proactive approach to problem-solving, and a genuine passion for delivering exceptional customer service. As part of a collaborative team, you will play a key role in supporting both customers and field-based sales teams while contributing to Hilti's commitment to excellence and customer satisfaction.
What You'll do
As a Customer Service Representative at Hilti, your role involves delivering exceptional support and ensuring customer satisfaction through efficient and professional interactions. Key responsibilities include:
- To process all contacts (inbound and outbound-E-Mail, chat, and voice) from customers in an efficient and professional manner
- To actively manage Customer complaint handling and provide First Contact Solution wherever possible. Follow up open tasks daily to ensure customer satisfaction.
- To take responsibility for Customer Master Data by ensuring 100% accuracy and completeness whilst entering new accounts, project location’s and contact details into SAP system.
- To actively promote the use of other sales channels to the customer in order to drive Multi Channel System orchestration.
- To support field-based personnel by providing: on-time, detailed and accurate communication, sales leads gathered from customer contacts, arranging contact/site visits with customers.
- To act as a central point of contact for customers by interfacing with associated departments: Sales, After Market Service, Finance, Logistics, and Marketing to provide quality Customer Service.
- To maintain additional tasks as identified by management, in areas such as: administration (account hold, back orders, steering orders, certificate creation – if processed by the individual), sales, productivity, quality, and providing backup support for Hilti Store.
What You’ll Bring
- Proficiency in English (verbal and written)
- Good computer skills (ideally SAP)
- An excellent telephone manner
- Exceptional interpersonal and negotiation skills
- High commitment to customer satisfaction
- Team playing skills with strong customer orientation
What’s In It for You
We really value our people and we've worked hard to develop a reward package that reflects this. Some of our benefits include:
- Career advancement (more than 80% of all leadership roles are filled internally)
- Competitive salary and above-average performance bonus
- Overseas training experience in first 6 months (Malaysia)
- Life Insurance cover
- Private Health Insurance and Employee Assistance Programme
- Paid birthday leave
- Paid leave to work on charitable projects
- Wellness subsidy to support an activity for your physical or mental health
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 is an equal opportunity employer.
