Bilingual Customer CARE Representative Location: Toronto - 255 Wicksteed Employment Status: Salary Full-Time Function: Customer Experience Pay Range: ($38,799 - $48,499) Target Bonus: 50% Req ID: 29517 Company Mission Statement Lincoln Electric Company of Canada Limited continually seeks to be the undisputed world leader in the arc welding industry, as well as, manufacturing and supplying the finest quality welding and cutting products.

The Company takes pride in placing emphasis upon being the industrys lowest cost producer and providing applications expertise and solutions to all customers.

In addition, Lincoln Electric is committed to the development of new and innovative technologies with value added products and services that respond to customer needs.

Business Unit 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 Canadas 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 Deliver an Exceptional Customer Experience 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 Manage Orders & Customer Requests Process customer orders accurately using Esker and SAP, meeting sameday 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 Solve Problems & Build Relationships 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 followup Support customers with discontinued products by identifying alternatives or partnering with Sales and Technical teams Collaborate & Improve Work closely with Sales, Logistics, Finance, and Technical teams to improve firstcontact resolution Contribute ideas that enhance processes, efficiency, and customer satisfaction Participate actively in team meetings, coaching sessions, and performance discussions How Success Is Measured Customer Satisfaction (CSAT) and/or Net Promoter Score (NPS) First Contact Resolution (FCR) Order accuracy and on time processing SLA compliance for response and resolution times Reduction in repeat inquiries and order rework Position Requirements & Factors Education: High school diploma required; postsecondary education preferred or equivalent experience 35+ years of experience in customer service, order management, or a callcenter workplace preferred Skills & Capabilities French language oral and written required Strong customerfirst mindset with excellent communication and problemsolving skills Ability to effectively manage multiple priorities in a deadlinedriven environment High attention to detail and accountability Technology Skills 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 Why Join Us Be part of a collaborative, customercentric team Make a measurable impact on customer experience and business outcomes Opportunities to learn, grow, and contribute to continuous improvement

📌 Bilingual Customer CARE Representative (Toronto)
🏢 Lincoln Electric
📍 Toronto