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 - 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 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.
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.
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
- 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; 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
- 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
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
- 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.
