This is a Customer Service Coordinator role with Hilti Group based in Seven Hills, NSW, AU== Hilti Group ==Role Seniority - internMore about the Customer Service Coordinator role at Hilti GroupCustomer Tool Service RepresentativePurpose of PositionTo Strengthen Hilti's Customer Relationships By Managing Customer Quotations And AMS Operations That Outperforms Our Competitors In Both Service Level And Value.
Achieve Goals InHigh 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 internalRepair quotation and Trade-in successLeading continuous improvement mind-set for all customer and operational support activitiesEnd to End Repair Journey excellenceOccupational Health and SafetyAreas of ResponsibilityQuotations and Service to Sales Expected result Improve customer experience, achieve targeted quotation success.Major actions requiredDaily processing repair related quotations in a timely manner - Sell repair, trade in and Fleet optionsProcess all communication to customers and internal stakeholdersTechnical and product adviceSupport Channels partners on service objectives; quote reduction, trade in and sales campaignsMeasures 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 requiredSupport Channels and sales teams to understand customers' concerns / complaint / feedback on service to ensure a continuous improvement on serviceManage all repair related CCN's through to resolution and action acceptance from the customerSupport 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 requiredCoordinate 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 processFirst point of control for all account credit requests relating to PTP related invoicesContinuously evaluate our return process and suggest process improvements to enhance the overall customer experienceProvide timely resolution and proactive communication relating to all PTP related Customer Care Notes (CCN's) o Lost/Stolen PTP ToolsPTP Invoice QueriesSubmit CAPEX requests as needed for current PTP assets and deactivate PTP assets at the end of their defined lifecycleManage all stock movements for PTP assetsManage replenishment process from TSC PTP to decentralised PTP locationsReview PTP asset utilisation rate quarterly and submit requests for excess asset disposal and business cases for current asset requestsManage the monthly stock count process for all PTP assets and ensure compliance to prescribed Internal Compliance SystemsManage various SAP administrative functions related to PTP operationsPassionate about providing excellent customer service
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📌 Customer Service Coordinator (Sydney)
🏢 Hatch
📍 Sydney