Customer Experience Specialist

Hilti Great Britain; Uddingston; On-site; GBP 26,000 - 32,000; Full time

Job summary

Hilti Great Britain is seeking an experienced Customer Experience Associate to join our after-market service team. You’ll guide customers through the repair journey, providing clear information on repairs, pricing, availability and delivery while ensuring a fast, professional service.

Working with the Premium Tool Pool, you’ll coordinate between sales, repair and logistics, own repair orders end-to-end, resolve queries, identify trade-in opportunities and help drive improvements through customer

Qualifications

• Experience in a customer service environment.
• Strong communication and problem-solving skills.
• Attention to detail and ability to build relationships.

Responsibilities

• Deliver an effective customer experience with repairs, pricing, availability and delivery information.
• Support Premium Tool Pool administration and processes.
• Own repair orders from start to finish, including tracking and updates.
• Resolve queries and complaints with cross-functional teams.
• Identify trade-in opportunities and offer suitable solutions.
• Act as CX owner, analyse feedback and drive improvements.
• Maintain accurate customer and tool data and documentation.
• Collaborate across sales, repair and logistics teams.

Skills

Customer service

Communication

Problem solving

SAP knowledge

Tools

SAP

Job description

What's The Role

We are looking for an individual who is passionate about delivering an outstanding customer experience and solving problems that make a real difference? In this role, you’ll be at the heart of our after-market service, supporting customers throughout their tool repair journey.

You’ll provide expert advice, coordinate repairs, keep customers informed and ensure they receive a fast, seamless and professional service every time. You’ll also play a key role in managing our Premium Tool Pool, working closely with sales, repair and logistics teams to keep everything running smoothly.

With the opportunity to identify customer needs, resolve challenges and turn feedback into meaningful improvements, this is a varied role where you can take ownership, build strong relationships and directly influence the customer experience.

What You'll Do

• Deliver an effective and professional customer experience, providing clear information on repairs, products, applications, pricing, availability and delivery.
• Support the Premium Tool Pool team, managing key administration and keeping processes running smoothly.
• Own repair orders from start to finish, including order checks, tool tracking and customer updates.
• Resolve customer queries and complaints, working closely with repair, sales and logistics teams to find solutions quickly.
• Identify opportunities to promote tool trade-ins and support customers with the right solutions.
• Act as the local Customer Experience (CX) owner, analysing feedback, identifying root causes and driving improvement actions.
• Maintain accurate customer and tool data, including invoice copies and database updates.
• Build strong relationships across teams to ensure clear communication and seamless service.

What You’ll Bring

• A genuine passion for delivering an excellent customer experience, with a proactive and solutions-focused approach.
• Strong customer service and communication skills, with the confidence to handle enquiries and complaints professionally.
• A natural problem-solving mindset, taking ownership of issues and finding the right solution quickly.
• The ability to build product and service knowledge and confidently explain value and solutions to customers.
• Confident using business systems, with SAP knowledge desirable and strong attention to detail.
• A commercial mindset, with the ability to identify customer needs and spot sales or trade-in opportunities.
• Strong organisation and time-management skills, balancing inbound enquiries with proactive customer activities.
• A continuous improvement mindset, using customer feedback and data to identify ways of doing things better.
• A collaborative approach and the ability to work effectively across sales, repair and logistics teams.

What’s In It for You

This is an opportunity to play a key role in delivering an exceptional customer experience, with real ownership over the service you provide. You’ll solve problems, build strong customer relationships and work closely with teams across the business to keep our customers moving.

With exposure to our products, services and Premium Tool Pool, you’ll develop valuable commercial and technical knowledge while having the opportunity to share ideas, improve processes and make a visible impact on the customer experience.

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.