Bilingual Customer CARE Representative

About Lincoln Electric

Role Details

• The role is associated with the Toronto location at 179 Wicksteed.
• Employment status is salary full-time.

About the Role

Customer Experience

• Serve as a primary customer contact through phone, email, and case management tools.
• Own customer inquiries through resolution and communicate order status, changes, and delivery expectations.
• Process orders using Esker and SAP while reviewing accuracy, availability, and credit status.
• Send order confirmations and updates to customers.

Problem Solving and Collaboration

• Investigate credit holds, returns, and order discrepancies.
• Manage product returns, issue RMAs, and complete follow-up.
• Identify alternatives for discontinued products with Sales and Technical teams.
• Collaborate with Sales, Logistics, Finance, and Technical teams to improve resolution and customer satisfaction.
• Contribute process improvement ideas and participate in meetings, coaching, and performance discussions.

Education and Experience

• High school diploma is required; post-secondary education is preferred or equivalent experience may be considered.
• Three to five or more years of customer service, order management, or call-center experience is preferred.

Skills and Capabilities

• French oral and written communication is required.
• Strong customer-first communication and problem-solving skills are required.
• The role requires multitasking, attention to detail, and accountability.
• Experience with CRM and ERP systems such as Salesforce, SAP, or Esker is required.
• Microsoft Teams, Outlook, Excel, and Word proficiency is required.

Success Measures