Customer Service Representative

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: Gainesville, Remote - Georgia Employment Status: Hourly Full-Time Function: Customer Experience Pay Range: $34,525.00-$43,157.00 Target Bonus: 8.0% Req ID: 30419 Summary of the Position The Customer Service Representative is responsible for providing exceptional service and support to retail customers, distributors, and internal departments. This role serves as a key point of contact between the company and its retail partners, including major national retailers such as Home Depot, Lowe’s, Tractor Supply and Northern Tool. Essential Duties and Responsibilities Customer Communication and Support Respond to customer inquiries by phone and email in a timely, professional, and courteous manner. Build and maintain positive working relationships with retail customers, buyers, replenishment teams, distribution centers, and other customer contacts. Provide accurate information regarding order status, product availability, pricing, shipping schedules, lead times, and delivery expectations. Handle customer concerns, complaints, and requests with professionalism, ownership, and a focus on resolution. Maintain a customer-focused approach while balancing company policies, operational capabilities, and business needs. Workload Management and Prioritization Organize and prioritize daily workload based on customer needs, urgency, business impact, and deadlines. Identify time-sensitive issues affecting orders, shipments, product availability, or customer commitments, and escalate critical matters appropriately. Exercise sound judgment when managing competing priorities to ensure timely and effective resolution. Proactively communicate potential delays or service concerns and follow up on outstanding issues through resolution. Order Management and Administrative Support Accurately process and maintain customer orders, verifying pricing, shipping details, documentation, and customer requirements. Monitor order status and coordinate with internal departments to ensure timely fulfillment and delivery. Research and resolve order discrepancies, shortages, delays, and cancellations. Support retailer-specific shipping, documentation, routing, and compliance requirements. Essential Duties and Responsibilities (Continued) Cross-Functional Collaboration Work closely with Sales, Production, Inventory, Warehouse, Shipping, Accounting, and other internal teams to meet customer commitments. Communicate customer needs and priorities clearly to the appropriate internal departments. Help identify potential service problems and collaborate with others to develop practical solutions. Balance customer expectations with production schedules, inventory availability, shipping capabilities, and company policies. Problem-Solving and Continuous Improvement Investigate customer issues, identify root causes when possible, and follow through until resolution. Exercise good judgment when making decisions, managing competing demands, and determining when management involvement is necessary. Identify recurrin…

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