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 11,000 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 - Cleveland, OH, United States (US)
Employment Status: Hourly Full-Time
Function: Customer Experience
Pay Range: ($36,504.00 - $52,936.00)
Target Bonus: %
Req ID: 24366
PURPOSE: The Customer Service Representative supports improve 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.
JOB DESCRIPTION (DUTIES AND RESPONSIBILITIES):
- Manage customer accounts.
- Review, analyze and process domestic customer orders into an online order entry system.
- Process customer orders changes or cancellations
- Handle customer inquiries using various methods of communication: email, phone, SalesForce
- Confirm inventory using the “Available to Promise” inventory system to meet customer requirements and assure on time deliveries.
- Accept orders within the credit limit for “low risk” customers.
- 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 disposition, completion status changes that occur continuously throughout the order process.
- Expedite customer orders with a variety of manufacturing and traffic personnel, utilizing good judgment and comprehensive knowledge of available internal resources to resolve challenges.
- Redeploy available product to meet commitments to customers based on parameters established by the Finished Goods Department
- Investigate and resolve problems outside the scoop 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 stablished return policy.
- Maintain and update Customer Master with correct information.
- Maintain and update customer special pricing in online order entry system.
- Handle field sales office inquiries
- Meet with personnel of key distributors.
- Other duties as assigned.
- Assumes additional responsibilities as needed or directed in support of the Company’s 2025 Strategy.
BASIC REQUIREMENTS:
- High school education or equivalent experience
- 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 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 constant improvement is required.
- Excellent organizational skills
- Excellent verbal and written communication skills
- Excellent attendance and “on time” record
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.
