Customer CARE Representative
Lincoln Electric is a high-performance industrial machinery and technology leader who 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. For more information about Lincoln Electric and its products and services, visit the Company’s website at https://www.lincolnelectric.com.
Location: Toronto - 179 Wicksteed
Employment Status: Salary Full-Time
Function: Customer Experience
Pay Grade and Range: CAPG - 3D Min: $48,499.00 - Mid: $58,199.00
Bonus Plan: Profit Sharing
Target Bonus:
Hiring Manager: Tabitha Ramotar
Recruiter: Brittany Zaun
About the Role
We are looking for a customer‑focused Customer Care Representative to join our Customer Care & Distribution team. In this role, you will be at the center of the customer experience—supporting customers from order placement through issue resolution. You’ll take ownership of customer interactions, partner cross‑functionally, and help deliver a consistent, high‑quality experience that drives satisfaction and loyalty.
If you’re detail‑oriented, solutions‑driven, and thrive in a fast‑paced environment, this role offers the opportunity to make a meaningful impact every day.
What You’ll 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 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
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 follow‑up
- 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 first‑contact 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
What You Bring
Education & Experience
- 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
Skills & Capabilities
- 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
- French-Bilingual is an asset
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, customer‑centric team
- Make a measurable impact on customer experience and business outcomes
- Opportunities to learn, grow, and contribute to continuous improvement
Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.
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CRM, ERP, Machinist, SAP, Welding, Technology, Manufacturing