Bilingual Customer Service Representative

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

Job summary

Hilti (Canada) Corporation is seeking a Customer Service Representative to enhance customer experiences and support sales objectives. The role involves providing technical expertise, managing customer inquiries, and maintaining product knowledge. Candidates should be bilingual in French and English and possess strong customer relationship skills. A competitive salary, comprehensive benefits, and opportunities for career growth are offered.

Benefits

Medical, Dental, and Vision coverage

Short-term Disability paid by Hilti

Registered pension plan with matching contributions

Generous Paid Time Off and holiday policies

Education reimbursement and student loan assistance

Qualifications

• Previous customer service and/or sales experience.
• Ability to work independently and in a team.
• Strong written, verbal, and presentation skills.

Responsibilities

• Providing outstanding inbound services to customers.
• Handling transactions and customer inquiries effectively.
• Using Hilti Online to drive online sales.

Skills

Bilingual proficiency in French and English

Customer relationship management

Technical skills

Multitasking

Time management

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 to influence and serve all Hilti customers, including internal customers (e.g., field account managers) and other team members who have direct relationships with the customer experience. This position is responsible for achieving profitable sales, providing timely and appropriate customer service, and offering technical expertise with a strong focus on understanding customers' specific needs. The goal is to support the company's objectives and growth within their assigned Market Organization.

What does the role involve?

• Providing outstanding inbound services to internal and external customers, including consultative sales, technical inquiries, and support.
• Handling specialized market segments such as Federal and State Government, Rental, Automotive, Mining, Nuclear, etc., with organizational awareness of how to operate within large organizations.
• Understanding and presenting Hilti's Channel Strategy and New Product and Trade Strategy.
• Maintaining knowledge of existing and new products and applications.
• Using Hilti Online effectively to increase the customer base, drive online sales, and troubleshoot issues.
• Handling transactions involving customer terms and conditions in accordance with Hilti's legal guidelines and regulatory standards.
• Utilizing Strategic Selling Skills (SSS) to convert prospects into customers, supporting Hilti's Growth Strategy.
• Receiving and processing inbound calls, faxes, emails, chat inquiries, and technical support requests from customers and field sales personnel.
• Managing time effectively to provide quality service, handling 60-75 customer contacts per day.

What you need is:

• Bilingual proficiency in French and English.
• High School diploma or GED (Canadian Adult Education Credential); Bachelor’s degree preferred.
• Previous customer service and/or sales experience.
• Strong knowledge of computer systems such as SAP, Microsoft Word, and Excel is preferred.
• Ability to work independently and in a team.
• Strong technical and customer relationship management skills.
• Ability to multitask, prioritize, and manage time effectively.
• Excellent written, verbal, and presentation skills.
• Desire to develop strong and sustainable customer relationships.
• Willingness and mobility to participate in international business travel, including initial training in the United States. Travel visa requirements are the applicant's responsibility.

Who should apply?

We are committed to caring for our people, maintaining over 90% retention for the past five years, and avoiding layoffs even during the COVID-19 pandemic. We value development, with 80-90% of roles filled internally, and many team members coming from non-construction backgrounds. Success at Hilti relies on teamwork, and our culture encourages helping one another.

What do we offer?

Alongside a competitive salary and bonus potential, we provide a comprehensive benefits package including:

• Medical, Dental, and Vision coverage starting the first day after employment.
• Premiums paid by Hilti for team member-only coverage.
• Basic Life, Accident, and Disability (AD&D) insurance paid by Hilti.
• Business Travel Accident insurance.
• Basic Dependent Life Insurance paid by Hilti.
• Optional Life, AD&D, and Critical Illness coverage for team members and dependents.
• Short-term Disability paid by Hilti.
• Registered pension plan with matching contributions up to 5%, with immediate vesting after 12 months.
• Generous Paid Time Off and holiday policies, including community service days.
• Paid parental leave, sabbaticals, and military leave.
• Education reimbursement and student loan assistance.
• Up to five days per year of backup daycare.
• Employee Assistance Program (EAP) and wellness screenings.
• Opportunities for career growth and international assignments in over 120 countries.