Bilingual Customer Service Representative

Hilti (Canada) Corporation; Oakville; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading construction technology company in Oakville, Ontario is seeking a Customer Service Representative to provide excellent service and technical expertise to customers. Candidates must be bilingual in French and English, with a strong background in customer service and proficiency in SAP and Microsoft Office. This role offers a competitive salary and comprehensive benefits package including medical, retirement plans, and paid time off.

Benefits

Medical/Dental/Vision benefits

Registered pension plan

Paid parental leave

Generous Paid Time Off

Qualifications

• Must have previous customer service and sales experience.
• Strong knowledge of computer systems like SAP, Word, and Excel.
• Ability to thrive in both independent and team environments.

Responsibilities

• Provide outstanding inbound services to internal and external customers.
• Handle specialized market segments and technical inquiries.
• Utilize Strategic Selling Skills to convert prospects into customers.

Skills

Bilingual proficiency in French and English

Customer service experience

Strong technical and customer relationship management skills

Ability to multitask

Excellent written and verbal skills

Education

High School diploma or GED

Bachelor's degree preferred

Tools

SAP

Microsoft Word

Microsoft Excel

Job description

What's the role?

The role of the Customer Service Representative 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.

What does the role involve?

• 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 Strategic Selling Skills(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

What you need is:

• Bilingual proficiency in both French and English required
• High School diploma or GED required (now known as the CAED - Canadian Adult Education Credential); Bachelor’s degree preferred
• 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
• 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 needs to be in hand before applying

Who should apply?

We are committed to caring for our people, which is why our retention has been over 90% for the last five years. It’s why we haven’t gone through any waves of layoffs – even during the COVID-19 pandemic. We value development, which is why 80-90% of our roles are filled internally. It’s why most of our team members come from a non-construction background. Success at Hilti comes down to teamwork and ability – the Hilti culture is contagious, and we have an excellent mix of people who are always looking to help one another.

What do we offer?

In addition to a competitive base salary and exciting bonus potential, we offer a robust benefits package including:

• 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