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.