Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading materials science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 12,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.
Location: Remote - Ohio
Employment Status: Hourly Full-Time
Function: Customer Experience
Req ID: 26026
Summary
We have an outstanding opportunity for a Customer Representative supporting our Euclid, Ohio headquarters. The Customer Representative plays a key role in improving material availability, increase supply chain leverage and collaboration, reduce expedited freight and enhance customer’s service levels for strategic accounts served by various entities of the Lincoln Electric Company.
In addition to competitive pay, Lincoln Electric offers a lucrative profit-sharing plan, student loan repayment program PLUS tuition reimbursement, medical/dental/vision, paid time off and many more outstanding benefits!
What You Will Do
• Manage customer accounts, process customer orders, changes or cancellations.
• Review, analyze and process domestic customer orders into order entry system and resolve customer inquiries using email, phone, or SalesForce.
• Will participate in rotating schedule to ensure consistent phone coverage.
• Confirm inventory using the “Available to Promise” inventory system to meet customer requirements and assure on time deliveries.
• Price orders according to Company pricing policies, including special discounts, extra charges and special prices that may need to be made by manual adjustments.
• Evaluate and coordinate with Distribution Center and customer shipping schedules.
• Expedite customer orders with a variety of manufacturing and logistics personnel, utilizing good judgment and comprehensive knowledge of available internal resources to resolve challenges.
• May need to reallocate available product to meet commitments to customers based on parameters established by the Finished Goods Department.
• Investigate and resolve problems outside the scope of warranty issues (i.e., loading/shipping/billing errors) to ensure customer requirements are satisfied.
• Prepare necessary credit and debit memos.
• Process returns per the established return policy.
• Handle field sales office inquiries and support local office activities, when necessary.
Education & Experience Requirements
• High school diploma required; post-secondary education preferred.
• 2+ years’ Customer Service experience.
• Knowledge or the ability to learn Lincoln's order entry system, pricing policies and product lines.
• Ability to perform extremely detailed work with a high degree of accuracy in a high volume, call center environment.
• Able to prioritize work to meet deadlines.
• An uncompromising attitude toward quality and customer service is essential.
• Dedication to continuous improvement is required.
• Excellent organizational and time management skills.
• Excellent verbal and written communication skills demonstrating strong customer service.
• Excellent attendance and “on time” record.
• Must have the ability to use computer systems and other third-party software to service customer needs effectively.
• Experience with SAP and Salesforce preferred.
• Selected candidate’s Job Level and Pay Grade will be determined based upon qualifications and experience.
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.
