Bilingual Customer CARE Representative
About The Position
Lincoln Electric is a high-performance industrial machinery and technology leader that helps customers manufacture and maintain vital equipment and infrastructure. Lincoln Electric’s innovative solutions enable higher quality and productivity across a variety of processes including welding, cutting, brazing, machining, process automation, and field repair. The Company leverages proprietary technologies and expertise in materials science, power electronics, automation, and intelligent software to help customers build better and achieve resilience in their operations. Headquartered in Cleveland, Ohio, Lincoln Electric is the essential ‘Linc’ that keeps the economy running. The Company operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. The Customer Care and Distribution Department is responsible for Customer Care and the management and processing of customer orders related to consumables, machines and accessory products, as well as Lincoln Electric Canada’s retail chain customers. The Department is also responsible for logistics (material handling, warehousing, and shipment of product) across Canada as well as export of product across North America, the United States and Internationally (as required). The Customer Care and Distribution Department is expected to contribute to Lincoln Electric through the effective administration of customer inquiries, sales orders, warranties and product returns in conjunction with ongoing business activities and priorities, while meeting internal and external customer requirements.
Requirements
- French language – oral and written required
- Strong customer‑first mindset with excellent communication and problem‑solving skills
- Ability to effectively manage multiple priorities in a deadline‑driven environment
- High attention to detail and accountability
- Experience with CRM and ERP systems such as Salesforce, SAP, and Esker
- Proficiency in Microsoft Teams, Outlook, Excel, and Word
- Comfortable working with phone systems and digital service platforms
Nice To Haves
- High school diploma required; post‑secondary education preferred or equivalent experience
- 3–5+ years of experience in customer service, order management, or a call‑center environment preferred
Responsibilities
- Serve as a primary point of contact for customers via phone, email, and case management tools
- Own customer inquiries from first contact through resolution, ensuring timely and accurate outcomes
- Communicate proactively and professionally regarding order status, changes, and delivery expectations
- Process customer orders accurately using Esker and SAP, meeting same‑day entry expectations
- Review orders for accuracy, availability, and credit status, resolving issues to avoid shipment delays
- Send order confirmations and updates to ensure clarity and confidence for customers
- Investigate and resolve issues related to credit holds, returns, and order discrepancies
- Manage product returns in accordance with company policy, including issuing RMAs and completing follow‑up
- Support customers with discontinued products by identifying alternatives or partnering with Sales and Technical teams
- Work closely with Sales, Logistics, Finance, and Technical teams to improve first‑contact resolution
- Contribute ideas that enhance processes, efficiency, and customer satisfaction
- Participate actively in team meetings, coaching sessions, and performance discussions
Benefits
- Opportunities to learn, grow, and contribute to continuous improvement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
