eB2B Regional Process Expert

This role is responsible for serving as the eB2B Regional Process Expert for Customer Service software and essential business processes. The role involves promoting effective customer service, driving process improvements to enhance the customer experience and Account Managers Care, and helping achieve departmental sales and productivity goals. It also assists in executing organizational objectives alongside the Systems Support Manager, Customer Service and Order Management Directors, while providing second-level support for all eB2B solutions and customer experience initiatives.

At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.
Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.

• Responsible for the successful testing, development, training, implementation, and support of Customer Services Systems and Operations including but not limited to: eB2B solutions, SAP ERP, CRM, CIC, Customer Service web-based systems and sourcing platforms.
• Providing feedback to Global Partners.
• Identify new eB2B opportunities to drive customer engagement and growth, aligned with global eB2B strategies and System Support Performance targets.
• Lead eB2B initiatives by coordinating cross-departmental change management, process improvements, and representing US Customer Service in global projects.
• Manage system changes and releases for eB2B, define best practices, and coordinate user training with the Customer Service Training team.
• Review and resolve order issues related to eB2B using SAP IDOC monitoring and provide expert support for cross-functional projects.
• Collaborate with global and local teams to ensure compliance with order entry and customer-facing processes.
• Provide ongoing post-launch support and training for new systems and processes.
• Evaluate and integrate eB2B platforms (e.g., ARIBA, COUPA, REMARCABLE, ESKER) within the budget to enhance customer and process collaboration.
• Partner with the IT department on relevant system issues and upgrades.
• Oversee the configuration and onboarding of new customers into eB2B solutions according to Hilti standards.
• Maintain organized records and reporting systems.
• Support cross-functional initiatives related to order failure monitoring and resolution, eB2B solutions support, and data quality initiatives in relation to eB2B automation and growth.

We care for our society: With the initiative "16 hours for a better future", we promote real social commitment: Every employee in North America has two days of paid leave for charitable activities.

In addition to a competitive base salary and bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health & wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement, 401(k) matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees.

• Bachelor's degree, required.
• Minimum two (2) years' account manager in sales and/or channel sales, required.
• Proficient in SAP ERP, SAP CRM, CIC, CCC, eB2B solutions and all Customer Service web-based systems and sourcing platforms. Comfortable working in a global environment with knowledge of Global Market Reach processes.
• Strong working knowledge for core Microsoft Applications (Excel, Access, Office 365, Power Platform and general Windows architecture) with a proven ability to learn and implement new software.
• Excellent written and verbal communication skills.
• Highly organized with the ability to prioritize and manage multiple tasks efficiently.
• Adaptable to change and able to navigate unexpected challenges.
• Quick learner with strong analytical thinking and problem-solving abilities.
• Intellectually curious and skilled at asking the right questions to understand complex issues.
• Able to translate technical details into clear, actionable communication.
• Capable to work independently to resolve complex issues with minimal guidance.

We're a big company with a family-owned feel. You will be given the opportunity to make big changes that will ripple throughout the industry while feeling right at home with the Hilti family.

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.