What are the responsibilities and job description for the Customer Operations Manager position at Hilti North America?
Drive innovation, build relationships, and make a real impact every day.
The CET Customer Operations Manager is embedded in the Large/Complex Customer in collaboration with customer service, logistics, PMO and finance to enable the transactional business of the L/C customers. They are a dedicated resource in the Customer Experience Team and responsible for uncovering and executing on the customers critical levers to not only grow share of wallet but remove obstacles allowing the customer to fully align with Hilti as a value-added partner. The COM is a critical role in the CET and responsible for uncovering and executing on the customer operational level relationship with Hilti.
What You'll Do
We are committed to caring for our people, which is why our retention has been over 90% for the last five years. It’s why we haven’t gone through any waves of layoffs – even during the COVID-19 pandemic. We value development, which is why 80-90% of our roles are filled internally. Success at Hilti comes down to teamwork and ability – the Hilti culture is contagious, and we have an excellent mix of people who are always looking to help one another.
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
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
The CET Customer Operations Manager is embedded in the Large/Complex Customer in collaboration with customer service, logistics, PMO and finance to enable the transactional business of the L/C customers. They are a dedicated resource in the Customer Experience Team and responsible for uncovering and executing on the customers critical levers to not only grow share of wallet but remove obstacles allowing the customer to fully align with Hilti as a value-added partner. The COM is a critical role in the CET and responsible for uncovering and executing on the customer operational level relationship with Hilti.
What You'll Do
- Brings strong analytical and problem-solving skills in order to manage complex customer opportunities by breaking it down into manageable parts in a systematic and detailed way
- Manages customer experience through collecting and analyzing customer feedback and touchpoints
- Cross functional responsibilities to problem solve with other Hilti stakeholders on customer specific needs/requests
- High expectation of internal coordination amongst many departments and leaders
- Strong knowledge of Hilti processes and how to navigate the matrixed organization
- Acts on behalf of Hilti within customer environment – utilizing Hilti expertise to further improve the customers solution choices
- Key contributor for account capture coordination meetings acting as coordinator and liaison to move the business forward with behind-the-scenes activities enabling team members to gain efficiency
- Competent written and oral communication with customers and internal stakeholders
- Forward-looking, motivated, collaborative team members as well as independent minded individual requiring minimal direction from Management
- Provide feedback as needed to product and technical departments on customer needs as they relate to products, software, or other programs
- Strong presentation skills to be able to deliver updates to EMT and customers alike
- Other duties as needed or assigned
- Bachelor’s Degree or equivalent Hilti experience, required
- Minimum five years of Hilti relevant experience, required
- Ability to engage and influence multiple stakeholders (e.g. HUB, Mos, customers), required
- Project Management Experience, preferred
- Experience in customer facing role, strongly preferred
- Capacity to conceptualize an idea and take it through to a tangible solution, required
- Good communication as well as project management skills, required
We are committed to caring for our people, which is why our retention has been over 90% for the last five years. It’s why we haven’t gone through any waves of layoffs – even during the COVID-19 pandemic. We value development, which is why 80-90% of our roles are filled internally. Success at Hilti comes down to teamwork and ability – the Hilti culture is contagious, and we have an excellent mix of people who are always looking to help one another.
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
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