Customer Support Specialist

Job Brief:

Ritchie's Welding Inc. is a premier structural steel fabrication and mobile welding firm with over 35 years of experience delivering commercial, industrial, and federal infrastructure projects. Operating out of our 10,000-square-foot facility in Gloucester, Ontario, we combine traditional craftsmanship with advanced robotic automation. Our portfolio includes iconic regional landmarks and secured projects for the Parliamentary Sector and the Canadian Space Agency.

We are shifting our customer care structure to a remote-first model. We are seeking an empathetic, highly organized remote Customer Support Specialist to serve as the critical daily link between our commercial clients, structural engineers, and our production floor.

Note this position is only open to Canada and United States applicants.


Responsibilities:

- Inbound Client Relations: Act as the primary point of contact for incoming B2B inquiries from general contractors, developers, and municipal project managers regarding order updates, account details, and inquiries.

- Cross-Functional Coordination: Collaborate closely with our on-site Operations Manager and Project Managers to accurately track fabrication milestones and relay timelines transparently to customers.

- Account Support: Handle incoming client communication via email, phone, and video calls, ensuring a professional, positive, and rapid resolution to any customer concerns.

- Data Integrity: Maintain and update client accounts, change orders, billing inquiries, and service tickets using our centralized customer management system.

Requirements

- Experience: 1+ years of professional customer service, customer support, or customer success experience. (Experience in construction, building materials, manufacturing, or real estate is a major asset but not required).

- Communication Skills: Native-level fluency in written and verbal English. The ability to translate production updates into clear, reassuring client messages is essential.

- Tech Literacy: High comfort level working with remote tech stacks (Slack, MS Teams, Zoom, G-Suite, and CRM tools).

- Availability: Ability to work a consistent, full-time day shift aligned with Eastern Time (EST) operational hours.

- Work Authorization: Must be legally authorized to work in either the United States or Canada without visa sponsorship.

Benefits

- 100% Remote Work: Work comfortably from your home office anywhere in the Canada or United States.

- Premium Tools Provided: We ship a complete corporate remote tech bundle directly to you (Latest laptop, dual monitors, noise-canceling headset, and an ergonomic home-office stipend).

- Top-Tier Compensation: A highly competitive base salary ranging from $55,000 to $72,000 (USD or CAD depending on your home country) with clear paths for annual performance raises.

- Extended Health Care: Comprehensive health coverage starting on Day 30 of employment.

- Dental Care: Standard and preventative dental coverage included in the group plan.
- Vision Care: Prescription lens and eye examination coverage.

- Life & Disability Insurance: Full short-term and long-term disability protection alongside corporate life insurance coverage.

- Future Security: Corporate retirement savings matching program (401k matching for US employees / RRSP matching for Canadian employees) after your first year.

- Paid Time Off: Generous paid vacation days, standard national holidays, and accrued personal/sick leave.

- Employee Assistance Program (EAP): Confidential professional counseling, mental health resources, and wellness support for you and your family.

- Company Events: Regular virtual team activities and invitations to regional corporate networking events.