Bilingual Customer Service Representative

Lincoln Electric; Toronto; On-site; CAD 39,000 - 48,000; Full time

Job summary

Lincoln Electric Company of Canada Limited is seeking a Customer Care and Distribution professional to manage customer inquiries, orders, and returns across North America and internationally as needed.

The role focuses on delivering an exceptional customer experience, processing orders in Esker and SAP, and coordinating with Sales, Logistics, Finance, and Technical teams to ensure accurate, timely deliveries. Fluency in French is required along with strong problem-solving skills.

Qualifications

• High school diploma required; post-secondary education preferred or equivalent experience.
• 3-5+ years in customer service, order management, or call-center setting.

Responsibilities

• Serve as primary contact for customers via phone, email, and case management tools.
• Own inquiries from first contact through resolution with timely outcomes.
• Process orders using Esker and SAP with same-day entry.
• Review orders for accuracy, credit status, and delivery readiness.
• Resolve issues related to returns, credits holds, and order discrepancies.
• Collaborate with Sales, Logistics, Finance, and Technical teams to improve first-contact resolution.
• Maintain CSAT/NPS focus and meet SLA targets.

Skills

French language

Customer-first mindset

Prioritization

Attention to detail

Education

High school diploma

Post-secondary education preferred

Tools

Salesforce

SAP

Esker

Microsoft Teams

Outlook

Excel

Word

Job description

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 industry’s 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.

About the Role

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.

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 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
• 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)
• Order accuracy and on time processing
• SLA compliance for response and resolution times
• Reduction in repeat inquiries and order rework

Qualifications

• Education: 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

Required Skills

• French language – oral and written required
• 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

Preferred 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

Pay Range + Compensation

• Salary Full-Time, $38,799-$48,499 + 50% Target Bonus