Bilingual Customer CARE Representative

About Lincoln Electric

Position Details

• The position is located in Toronto at 179 Wicksteed Avenue.
• The employment status is salary full-time.

About the Role

Customer Experience

• Serve as a primary point of contact through phone, email, and case management tools.
• Own inquiries through resolution and communicate order status, changes, and delivery expectations.

Orders and Customer Requests

• Process orders using Esker and SAP while meeting same-day entry expectations.
• Review orders for accuracy, availability, and credit status and send confirmations and updates.

Problem Solving and Collaboration

• Resolve credit holds, returns, order discrepancies, and product return processes including RMAs.
• Identify alternatives for discontinued products and collaborate with Sales, Logistics, Finance, and Technical teams.
• Contribute process improvements and participate in meetings, coaching sessions, and performance discussions.

Education and Experience

• A high school diploma or equivalent experience is required.
• Post-secondary education is preferred.
• Three to five or more years of customer service, order management, or call-center experience is preferred.

Skills and Technology

• French language proficiency in oral and written communication is required.
• Strong customer focus, communication, problem-solving, prioritization, attention to detail, and accountability are expected.
• Experience with CRM and ERP systems such as Salesforce, SAP, and Esker is required.
• Proficiency with Microsoft Teams, Outlook, Excel, and Word is required.

Compensation

• The listed pay range is $38,799 to $58,199 per year.
• The posting also references a target bonus without specifying a percentage.