Bilingual Customer CARE Representative Location: Toronto - 179 Wicksteed Employment Status: Salary Full time Function: Customer Experience Pay Range: ( $38,799.00 - $58,199.00 ) Target Bonus: % Req ID: 30035 About the Role We are looking for a customerfocused Bilingual Customer Care Representative to join our Customer Care & Distribution team.

In this role, you will be at the center of the customer experiencesupporting customers from order placement through issue resolution.

Youll take ownership of customer interactions, partner crossfunctionally, and help deliver a consistent, highquality experience that drives satisfaction and loyalty.

If youre detailoriented, solutionsdriven, and thrive in a fastpaced environment, this role offers the opportunity to make a meaningful impact every day.

What Youll Do 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 ontime processing SLA compliance for response and resolution times Reduction in repeat inquiries and order rework What You Bring Education & Experience High school diploma required; postsecondary education preferred or equivalent experience 35+ years of experience in customer service, order management, or a callcenter environment 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