Customer Care & Loyalty Specialist
What's the role?
Cross-functionally trained Customer Care Handling team provides an elevated level of service to respond to customer feedback (complaints and compliments). While team is not contacted directly by customers with a complaint they are responsible to act to resolve any problem that was not resolved on first contact but other teams. CCH Specialist then utilizes Hilti knowledge and communication skills to capitalize on feedback and complaints, utilize them as opportunities to secure customers for continued business. Interact with all customer facing team members as well as external customers. Manages resolution of care notes recorded by other teams, creates care notes based on customer real-time survey responses, and acts on trends identified by all “voice of the customer” methods, including ICOS.
Who is Hilti?
If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With some 28,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.
What does the role involve?
Investigate care notes (complaints) to obtain details required to resolve for our external customers.
Contact customers when necessary to obtain additional information required to resolve.
Contact Salespeople, Locations, Carriers, Credit, & Customer Service for necessary details.
Process credit memos, do on-line write offs, generate new order, or process a van return.
Identify cause of customer complaints and trends to help prevent repeat failures.
Coach others on how to register care notes and live 1st contact resolution.
Drive engagement by differentiating handling of complaints for Engaged / Targeted contacts
Achieve customer satisfaction targets and resolution objectives by acting on real-time feedback and care notes then engaging customers through exceptional service.
Partner to drive utilization of Voice of the Customer tools / reports with sales channel teams
Monitor and respond to Real-time feedback surveys and ICOS identified opportunities
Support objective of ICOS 90 by taking steps to champion customer’s needs, quickly resolve complaints, and differentiate handling of care notes by development stage.
Utilize resolution skills to secure customer loyalty through high quality resolution.
Support the drive to improve processes based on customer feedback throughout organization
Conflict resolution & problem solving skills required
Capacity to link common complaint causes to process improvement opportunities
Demonstrated working knowledge of Hilti processes
Ability to work cross-functionally for resolution and process improvement
Minimum Associates Degree or equivalent experience
Ability to interact with customers in order to provide them exceptional service
Must be strong team player, able to work in team environment
Windows environment required / SAP systems preferred
Strong analytical & communication skills required
Critical decision making in a fluid environmen
What do we offer?
We’ll give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start. In return for your exceptional performance and consistent results, you’ll receive one-to-one career mentoring, as well as exciting opportunities to move around the business.
Why should you apply?
We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team.
What you need is:
- Minimum 2 years experience in complaint resolution (or conflict management)
- Applied knowledge in a sales, finance, logistics, or product related field
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.
“There’s a real family spirit and you can literally knock on any director’s door at any time. Also your line manager will work very hard to help you develop your skills, both professionally and personally.”