Bilingual Customer Care Representative

Full Job Description

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.

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 will be entered the same business day.
- Send order confirmations 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- When product is discontinued, the Customer Care Representative will provide customers with the superseded product or contact a Technical Sales Representative if further assistance is required to suggest a replacement product.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 customers 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 Assistant Manager - Customer Care in a timely and professional manner.

Minimum Educational, Experience and Resource Knowledge Requirements:

- Grade 12 Post Secondary Education is preferred or 5 years working experience
- Demonstrate the ability to work effectively on a team, professionalism, courteous, well mannered.
- Computer Literate with SAP, Esker, Salesforce, Outlook, Microsoft Office, Phone Systems and Computer.
- Must be Bilingual (English and French)

**Please note**:Applicants who receive an employment offer will be required to provide proof of full vaccination as a condition of employment. Lincoln Electric Company of Canada has a duty to accommodate those who are unable to get vaccinated due to religious, medical or other protected grounds.
- If you believe you have what we are looking for and you want to make your mark in the #1 Arc Welding Company, we look forward to hearing from you_

**Job Types**: Permanent, Full-time

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Day shift

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 5 years (preferred)

**Language**:

- Bilingual (French and English) (preferred)