Ritchie's Welding Inc. is a premier structural steel fabrication and mobile welding firm with over 35 years of experience delivering high-profile commercial, industrial, and federal infrastructure projects. Operating out of our advanced 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 Customer Support Specialist to serve as the critical daily link between our commercial clients, structural engineers, and our production floor.
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 via Slack and Microsoft Teams 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: 2+ 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.
- Security Eligibility: Must be eligible to pass basic federal reliability/background screening (required due to our public works infrastructure contracts).
Company Benefits & Perks:
- 100% Remote Work: Work comfortably from your home office anywhere in the United States or Canada.
- 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.
Skills Required
- 2+ years of professional customer service, customer support, or customer success experience
- Native-level fluency in written and verbal English
- High comfort level with Slack, Microsoft Teams, Zoom, Google Workspace, and CRM tools
- Ability to work a consistent full-time day shift aligned with Eastern Time operational hours
- Legally authorized to work in the United States or Canada without visa sponsorship
- Eligible to pass basic federal reliability/background screening
- Experience in construction, building materials, manufacturing, or real estate
Ritchie's Welding Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ritchie's Welding and has not been reviewed or approved by Ritchie's Welding.
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Healthcare Strength — Job postings indicate extended health and dental coverage for at least some roles, with additional references to vision care plus short- and long-term disability and life insurance.
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Retirement Support — Some listings reference a retirement plan, including matching after the first year for certain office/support positions.
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Wellbeing & Lifestyle Benefits — Select postings cite an employee assistance program and practical perks such as on-site parking, with some office roles noting remote-work flexibility.
Ritchie's Welding Insights
What We Do
Ritchie's Welding Inc. is a premier Canadian metal fabrication and structural steel firm with over 35 years of industry experience. Operating out of our advanced 10,000-square-foot facility in Gloucester, Ontario, we specialize in high-quality structural steel fabrication, custom miscellaneous metals design, and connection engineering.We deliver end-to-end solutions for complex projects across the commercial, industrial, and institutional sectors throughout the National Capital Region.Core Capabilities & Modern AutomationAdvanced Technology: We fuse traditional steel craftsmanship with cutting-edge manufacturing technology. Our shop features a state-of-the-art PythonX robotic plasma beam line, dual 5-ton overhead cranes, computerized shearing and braking machinery, and a year-round 50-foot paint booth.Certified Expertise: We are fully certified by the Canadian Welding Bureau under CWB W47.1 (Structural Steel) and W47.2 (Aluminum), ensuring all work meets rigorous institutional safety standards.On-Site Field Operations: Beyond shop production, we deploy a fleet of fully equipped mobile welding trucks to handle on-site structural installations, emergency repairs, and field retrofits.High-Profile Infrastructure ProjectsOur specialized team maintains strict security clearances, enabling us to deliver secure infrastructure projects for prominent commercial developers and federal accounts, including the Parliamentary Sector and the Canadian Space Agency. Our portfolio includes major regional landmarks like the Langevin Gates for the Prime Minister's Office and the Bayshore Pedestrian Bridge.As part of a unified industrial network alongside sister companies Thompson Boiler Works Inc. and McNolty Mechanical Inc., we provide a robust, reliable infrastructure partner built to handle the future of automated metal fabrication.
Why Work With Us
Ritchie’s Welding Inc. integrates traditional steel craftsmanship with robotic automation to deliver premier projects for clients including the Canadian Space Agency. Employees benefit from standard day shifts, competitive wages with overtime, health benefits, and matching retirement plans.
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