Customer Service Coordinator @ Hilti

Hatch; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Hilti Group, in partnership with Hatch, is seeking a Customer Tool Service Representative in Sydney to strengthen customer relationships by managing quotations and AMS operations.

You will drive quotation success, support service-to-sales processes, and coordinate Premium Tool Pool activities while ensuring top-tier customer experience and proactive problem resolution.

Qualifications

• Experience managing quotations and service-to-sales processes.
• Strong customer service orientation and problem-solving skills.
• Familiarity with SAP and MS Office applications.

Responsibilities

• Manage quotations and service-to-sales interactions to improve win rate.
• Handle customer experience and complaints to drive continuous improvement.
• Coordinate Premium Tool Pool (PTP) movements and related admin.
• Support channels and sales campaigns to align service objectives.

Skills

Quotation management

Customer service

Team collaboration

Tools

SAP

MS Office

Job description

Customer Tool Service Representative

Purpose of Position

To Strengthen Hilti's Customer Relationships By Managing Customer Quotations And AMS Operations That Outperforms Our Competitors In Both Service Level And Value.

Achieve Goals In:

• High performing team & raising the profile of After Market Service (AMS)
• Communication of Hilti unique service benefits: cost estimates/repair cost limits, technical and sales-driven consultations – external and internal
• Repair quotation and Trade-in success
• Leading continuous improvement mind-set for all customer and operational support activities
• End to End Repair Journey excellence
• Occupational Health and Safety

Areas of Responsibility

Responsibility: Quotations and Service to Sales

Expected result: Improve customer experience, achieve targeted quotation success.

Major actions required:

• Daily processing repair related quotations in a timely manner – Sell repair, trade in and Fleet options
• Process all communication to customers and internal stakeholders
• Technical and product advice
• Support Channels partners on service objectives; quote reduction, trade in and sales campaigns

Measures:

• Quotation success rate
• Quotation avoidance
• Trade in rate
• Quote Handling Time

Responsibility: Customer Experience and Complaint Handling

Expected result: Improve customer experience across Voice of Analytics/Customer (VoA/VoC)

Major actions required:

• Support Channels and sales teams to understand customers' concerns / complaint / feedback on service to ensure a continuous improvement on service
• Manage all repair related CCN's through to resolution and action acceptance from the customer
• Support Technician Team Leader with communication to customers and Product Management team for application complaints and concerns

Measures:

• CCN Cycle Time
• Close the Loop (CtL)
• Service Levels
• Repair Journey CX Score

Responsibility: Premium Tool Pool Management

Expected result: Timely and accurate execution of all administrative related tasks to support our Premium Tool Park (PTP) service offering

Major actions required:

• Coordinate Loan and Tools on Demand (ToD) return orders from FM customers including but not limited too:
• Liaising with nominated carriers regarding failed collections and ensuring collections are successfully completed
• Following up customers regarding their overdue tools and supporting them through the return process
• First point of control for all account credit requests relating to PTP related invoices
• Continuously evaluate our return process and suggest process improvements to enhance the overall customer experience
• Provide timely resolution and proactive communication relating to all PTP related Customer Care Notes (CCN's):
• Lost/Stolen PTP Tools
• PTP Invoice Queries
• Submit CAPEX requests as needed for new PTP assets and deactivate PTP assets at the end of their defined lifecycle
• Manage all stock movements for PTP assets
• Manage replenishment process from TSC PTP to decentralised PTP locations
• Review PTP asset utilisation rate quarterly and submit requests for excess asset disposal and business cases for new asset requests
• Manage the monthly stock count process for all PTP assets and ensure compliance to prescribed Internal Compliance Systems
• Manage various SAP administrative functions related to PTP operations

Team & Personal Attributes

• Passionate about providing excellent customer service
• Ensuring information is of the highest quality
• Strong contributor towards results
• Positive attitude towards teamwork and continuous improvement, pro-active mentality
• Can establish a mutual sense of trust and co-operation
• Work effectively with others
• Actively work to promote and support a team spirit
• Work closely with the TSC team to create a harmonious and productive working environment
• Learn new skills and develop on new products
• Share learning experiences with other team members
• Ambition to develop his/her skills in all relevant areas
• Develop the team through active participation
• Proactive networking

Other Duties or Activities

• Close liaison with TSC Manager to ensure the smooth running of repair operation in all aspects to maximise tool repair turnaround time (ROCT)
• Comply with policy and procedures as set down by management

Key Responsibilities

• Managing customer quotations
• Handling customer experience and complaints
• Coordinating Premium Tool Pool management

Key Strengths

• Customer service excellence
• Communication skills
• SAP and MS Office proficiency
• Operational and sales skills
• Continuous improvement mindset
• Team collaboration

Why Hilti Group is partnering with Hatch on this role: Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Hilti Group not with Hatch.