Customer Representative

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: Sales 
Pay Range: ($36,504.00 - $52,936.00)
Target Bonus: %
Req ID: 27324 

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Purpose

As a key contributor to the success and growth of the company, the Customer Representative plays a vital role in providing exceptional customer service. Their primary objective is to ensure customer satisfaction by promptly addressing customer requests, inquiries, and issues through multiple communication channels, including phone, email, and chat. In addition, customer representatives are responsible for processing orders, tracking shipments, and providing customers with accurate and up-to-date information about products or services.

Job Description

•    Support high call volumes and Service Cloud cases.
•    Review, analyze and process domestic customer orders into order entry system.
•    Process customer order changes, cancellations, or returns.
•    Resolve customer inquiries using various methods of communication: email, phone, Salesforce.
          a. Will participate daily to ensure consistent phone coverage. 
•    Confirm inventory and availability to meet customer requirements and ensure 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.
•    Communicate with customers on order status and status change requests that occur continuously throughout the order process.
•    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 products to meet commitments to customers based on parameters established by the Demand Planning 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.
•    Maintain and update Customer Master with correct information.
•    Maintain and update customer special pricing in order entry system.
•    Handle field sales office inquiries and support local office activities.
•    Successfully meet department metrics as assigned.
•    Assume additional responsibilities as assigned.

Basic Requirements

•    High school diploma required; post-secondary education preferred.
•    Knowledge or the ability to learn, entire 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.
•    Must have demonstrated the ability to perform effectively as a team player and carry out assignments accurately, with a constantly changing series of priorities.
•    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.
•    Demonstrated excellence in verbal and written communication, consistently delivering high-quality customer service and fostering positive client relationships.
•    Excellent attendance and “on time” record.
•    Must have the a