Hilti ‘Day In The Life’
A Day In The Life Of Customer Services with Harry Keates
My name is Harry Keates and I work on the Customer Service team at the Hilti GB headquarters in Manchester. As part of the Hilti ‘Day In The Life’ series, I recently discussed my role and how I came to be at Hilti:
Before Hilti I worked in B2B phone sales for a Learning and Development company based in the city centre of Manchester, primarily selling to small/medium technical IT businesses. As sales wasn’t for me but I enjoyed communicating with customers over the phone, customer service seemed like a natural fit and luckily for me Hilti were hiring!
A typical day in customer service starts with a trip to the coffee machine, for me it is important to be fully on the ball when I start my shift as you never know what the first call will be.
Inbound calls take up most our working day: on average I will receive around 35-50 calls, depending on how busy we are. The types of people we speak to range from builders (of course), managing directors, engineers, office staff (accounts, buyers, etc) and field-based Hilti account managers.
Other responsibilities include responding to customer emails - queries can range from orders and quotations to booking on repairs and even technical advice. Although there is a clear structure to our working day the variety of requests and tasks mean that every day is unique.
Which leads me nicely onto what my favourite part of the job is, which is that not one day is the same. With customer service at Hilti, every time I walk into work I can never fully guarantee what type of day I’m going to have, which certainly keeps me on my toes!
Another great part of the job is that I am constantly learning. Having no prior experience/knowledge of the construction industry I have had to learn, from scratch, things like diamond coring, chemical resin anchors and heavy duty breakers.
Thankfully, before you’re put on the phones, you receive five weeks of classroom training on all of our products to give you a base knowledge.
And, if I had to pick one favourite product to talk about, for me it would be the TE 1000 breaker. Mainly because during the third week of Basic Training, where you get hands on experience with all of the tools, I had a go at smashing up some concrete blocks. Admittedly slightly terrifying at first, but it was pretty easy to see why our customers love it - the tool went through the concrete like it was nothing. Plus, who would have thought making a hell of a mess could be so much fun?
My advice for anyone who is looking to join the customer service team at Hilti is never be afraid to ask questions, no matter how stupid they may seem.
Working at Hilti rewards individuals who constantly seek out improvement and are hungry to learn, so a big part of my development in customer service is checking that I have done something correctly with a team leader or my colleagues. Luckily for me, everyone in customer service here is extremely approachable and happy to help!