This is a Customer Service Coordinator role with Hilti Group based in Seven Hills, NSW, AU
== Hilti Group ==
Role Seniority
- intern
More about the Customer Service Coordinator role at Hilti Group
Customer Tool Service Representative
Purpose of Position
To Strengthen Hilti's Customer Relationships By Managing Customer Quotations And AMS Operations That Outperforms Our Competitors In Both Service Level And Value. Achieve Goals In
High performing team & raising the profile of After Market Service (AMS)
Communication of Hilti unique service benefits: cost estimates/repair cost limits, technical and sales-driven consultations - external and internal
Repair quotation and Trade-in success
Leading continuous improvement mind-set for all customer and operational support activities
End to End Repair Journey excellence
Occupational Health and Safety
Areas of Responsibility
Quotations and Service to Sales Expected result Improve customer experience, achieve targeted quotation success.
Major actions required
Daily processing repair related quotations in a timely manner - Sell repair, trade in and Fleet options
Process all communication to customers and internal stakeholders
Technical and product advice
Support Channels partners on service objectives; quote reduction, trade in and sales campaigns
Measures Quotation success rate Quotation avoidance Trade in rate Quote Handling Time Responsibility Customer Experience and Complaint handling Expected result Improve customer experience across Voice of Analytics/Customer (VoA/VoC) Major actions required
Support Channels and sales teams to understand customers' concerns / complaint / feedback on service to ensure a continuous improvement on service




Manage all repair related CCN's through to resolution and action acceptance from the customer
Support Technician Team Leader with communication to customers and Product Management team for application complaints and concerns Measures CCN Cycle Time Close the Loop (CtL) Service Levels Repair Journey CX Score Responsibility Premium Tool Pool Management Expected result Timely and accurate execution of all administrative related tasks to support our Premium Tool Park (PTP) service offering Major actions required
Coordinate Loan and Tools on Demand (ToD) return orders from FM customers including but not limited to o Liaising with nominated carriers regarding failed collections and ensuring collections are successfully completed o Following up customers regarding their overdue tools and supporting them through the return process
First point of control for all account credit requests relating to PTP related invoices
Continuously evaluate our return process and suggest process improvements to enhance the overall customer experience
Provide timely resolution and proactive communication relating to all PTP related Customer Care Notes (CCN's) o Lost/Stolen PTP Tools
PTP Invoice Queries
Submit CAPEX requests as needed for new PTP assets and deactivate PTP assets at the end of their defined lifecycle
Manage all stock movements for PTP assets
Manage replenishment process from TSC PTP to decentralised PTP locations
Review PTP asset utilisation rate quarterly and submit requests for excess asset disposal and business cases for recent asset requests
Manage the monthly stock count process for all PTP assets and ensure compliance to prescribed Internal Compliance Systems
Manage various SAP administrative functions related to PTP operations
Passionate about providing excellent customer service
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📌 Customer Service Coordinator (New South Wales)
🏢 Hatch
📍 New South Wales