Bilingual Inbound Customer Service Rep

Hilti Canada; Oakville; On-site; CAD 82,000 - 88,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Generous PTO and holidays

Pension plan with matching

Parental leave

Back-up daycare

Employee Assistance Program

Job summary

Hilti Canada is seeking a Bilingual Inbound Customer Service Rep in Oakville to influence and serve Hilti customers including internal partners. You will provide timely and accurate service, sales support, and technical guidance to ensure profitable outcomes and growth within the market organization.

The role requires fluency in French and English, a customer-service background, and the ability to navigate SAP, Word, and Excel.

Qualifications

• High School diploma or GED required; Bachelor’s degree preferred.
• Bilingual proficiency in French and English is required.
• Willingness to travel internationally for initial training.
• Prior customer service and/or sales experience preferred.
• Strong knowledge of SAP, Microsoft Word and Excel is highly desired.

Responsibilities

• Provide inbound services to internal and external Hilti customers, including consultative sales, technical inquiries, and support.
• Understand handling of specialized market segments (Federal, Government, Rental, Automotive, etc.).
• Present Hilti's Channel Strategy and New Product/Trade Strategy to customers.
• Maintain knowledge of products and applications and assist in online sales via Hilti Online.
• Handle transactions in line with customers’ terms and Hilti guidelines; ensure regulatory compliance.
• Convert prospects to buying customers using SSS to support growth strategy.
• Receive and process calls, faxes, emails, chat inquiries from customers and field sales.
• Manage 60–75 customer contacts per day with strong time management.

Skills

Bilingual French & English

SAP

Microsoft Word

Excel

Team player

Independent work

Education

High School diploma or GED

Bachelor’s degree preferred

Job description

Where great service drives lasting customer success.

The role of the Bilingual Inbound Customer Service Rep 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 You'll Do

• 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 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’ll Bring

• High School diploma or GED required; Bachelor’s degree preferred
• Bilingual proficiency in French & English, required
• 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 need to be in hand before applying
• 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

What’s In It For You

The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skills sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate is for this particular job posting. Please be advised that a different location may result in a different range.

At Hilti, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,000 - $62,000, with bonus of 7.5% at target.

• 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

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.

Legal Notice

Working Conditions

• Must be able to sit for prolonged periods of time and spend extended amount of time on the phone
• This position will participate in a variety of occasional tool training that will require:
• Lifting of tools up to 65lbs
• Some exposure to excessively loud noises

Safety Requirements

• Hardhat, safety vest, safety glasses, gloves, steel toe boots, ear protection, and long pants required for occasional tool training

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.