About Our Client:
Ritchie's Welding Inc. is a structural steel fabrication and mobile welding firm with over 35 years of experience supporting commercial, industrial, and federal infrastructure projects. Operating from a 10,000-square-foot facility in Gloucester, Ontario, the company integrates traditional craftsmanship with robotic automation. Its portfolio includes regional landmarks and projects for the Parliamentary Sector and the Canadian Space Agency.
About the Opportunity:
The CUSTOMER SUPPORT SPECIALIST plays a vital role as the daily connection between commercial clients, structural engineers, and the production floor. This remote position is responsible for managing client communications, coordinating with operations and project management teams, and ensuring accurate, transparent updates on fabrication milestones. The role supports the company’s shift to a remote-first customer care model and contributes to maintaining strong client relationships and operational efficiency.
Responsibilities:
- Serve as primary contact for incoming B2B client inquiries regarding orders and accounts.
- Coordinate with on-site Operations and Project Managers to track fabrication progress and communicate timelines.
- Manage client communications via email, phone, and video calls to resolve concerns promptly.
- Maintain client accounts, change orders, billing inquiries, and service tickets in the customer management system.
Requirements:
- Minimum 1 year of professional experience in customer service, support, or success; experience in construction, manufacturing, or real estate is an asset.
- Native-level fluency in written and verbal English with the ability to clearly translate production updates.
- Proficient with remote work technologies such as Slack, MS Teams, Zoom, G-Suite, and CRM tools.
- Ability to work full-time day shifts aligned with Eastern Time hours.
- Legal authorization to work in the United States or Canada without visa sponsorship.
Pay Range and Compensation Package:
- Base salary ranging from $55,000 to $72,000 (USD or CAD depending on location) with opportunities for annual raises.
Benefits & Perks:
- Comprehensive health coverage starting on Day 30 of employment.
- Dental and vision insurance included in group plans.
- Life and disability insurance coverage.
- Retirement savings matching program (401k or RRSP) after one year.
- Paid vacation, national holidays, and personal/sick leave.
- Employee Assistance Program providing counseling and wellness resources.
- Remote work setup with provided equipment and ergonomic home-office stipend.
- Regular virtual and regional team events.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company's career page or ATS.
