Bilingual Customer Care Representative

3 months ago

Toronto, Canada Lincoln Electric Company of Canada Full time

About Lincoln Electric

Major Responsibilities:

- To report directly to the Manager - Customer Care on an ongoing basis and communicate all relevant matters pertaining to the business unit within the company. As well as to communicate effectively with respect to clarity of direction, approval for decisions and execution of all responsibilities.
- To ensure Customer Service is the most important priority.
- Process customer orders in Esker promptly, cross-reference them in SAP, and/or manually enter orders in SAP. All orders received before 5:00 PM EST will be entered the same business day.
- Send order acknowledgements to customers detailing any order discrepancies or changes and stock status.
- When product is discontinued, the Customer Care Representative will provide customers with the superseded product or contact a Technical Sales Representative if further assistance is required to suggest a replacement product.
- Investigate with the assistance of Customer Credit Services in Cleveland the reasons for credit hold status if applicable, and assist in resolving the issues ensuring the customer’s order can be shipped without delay. Where issues are not easily resolvable, the Customer Care Representative will contact the customer and inform them why their order is unable to ship that day.
- When a customer requests to return product, the Customer Care Representative must review the request to ensure it falls in line with Lincoln Electric’s return policy and issue a Return Material Authorization (RMA). Follow up to ensure product is returned and credit is issued.
- To participate co-operatively as an employee within the company Performance Appraisal Process and Merit Rating System.
- To actively participate in company, staff, or individual one-on-one meetings on an ongoing basis for the purposes of effective teamwork, enhanced communication, and progressive co-operation strategies within the department as well as other departments across the company.
- To continually contribute to the profitability of the company and ongoing business operations by initiating, recommending, and implementing continuous improvement strategies and initiatives.
- To fully abide and actively support Lincoln Electric’s Environmental Health & Safety policies, practices, and procedures with respect to protecting the environment, the conservation of nature resources and the Health & Safety of all employees.
- To conduct any general duties, specific projects and responsibilities as assigned or required by the Manager - Customer Care in a timely and professional manner.

**Education**:

- Minimum Educational Requirement: Grade 12, Post Secondary Education is preferred or
- 5 years of Customer Service experience

**Experience And Training**:

- Demonstrate the ability to work effectively on a team, professionalism, courteous, well mannered.
- Computer literate with SAP, Esker, Salesforce, Outlook, Microsoft Teams, Microsoft Excel/Word, Power Point, Adobe, and Phone Systems.
- Bilingual (English/French)

**Benefits**:

- Company pension
- Dental care
- Extended health care
- On-site parking
- Profit sharing

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Work Location: In person

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