Customer Tool Service Representative

5 days ago

Seven Hills, Australia HILTI Full time

**What's the role?**:
The Customer Tool Service Representative is responsible for strengthening Hilti’s customer relationships and improving our market position by organising customer quotations and repair operations that meet customer needs in both service level and value.

**Who is Hilti?**:
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With 30,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.

**What does the role involve?**:

- Daily processing repair related quotations in a timely manner - Sell repair, trade in and Fleet options
- Process all calls Outbound to customers and field based personnel
- Follow up on outstanding repair quotations to achieve a successful result
- Technical and product advice
- Ensure SAP integrity is done in a timely manner
- Direct and conduct on a daily basis if required to support customer service objectives; quote reduction, trade in and sales campaigns
- Pass on customer relevant information to account management
- Coordination between marketing team and the service team to ensure strategic alignment
- Work with customer service team to understand customers’ concerns / complaint / feedback on service to ensure a continuous improvement on service
- Take an active role in resolving and following up of Customer Complaints
- Repair order monitoring - End to End including closure of repair orders

**What do we offer?**:

- A competitive salary base and bonus
- An extra week of leave - i.e. 5 weeks leave
- Leave loading of 17.5% - i.e. you are paid and additional 17.5% of your salary for the days you take annual leave
- Two (2) paid days per year to give back you your community & volunteer
- Access to Converge EAP - with you & your family members entitled to 6 free sessions per year (in the areas of lifestyle, legal, money & nutrition)
- A diverse and inclusive culture - with over 39 different nationalities at Hilti Australia
- Opportunities to move around the business - to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after

**What you need is**:

- Passionate about providing excellent customer service
- Ability to communicate well, across other functions and levels within the business
- Full working knowledge of SAP, MS Office
- Strong written and verbal communication skills
- Strong operational and sales skills (commercial) competence
- Positive attitude towards teamwork and continuous improvement, pro-active mentality

**Why should you apply?**:
We employ 39 different nationalities within Hilti Australia and many more across the globe. We value the unique contributions of each and every member of our diverse Hilti family. Keeping in mind our core values and customer orientation we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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