Provide remote B2B customer support for structural steel fabrication clients. Manage inquiries, order updates, account details, change orders, billing questions, and service tickets. Coordinate with operations and project managers to track fabrication milestones and communicate timelines clearly. Maintain accurate CRM records and resolve concerns through email, phone, and video calls while working Eastern Time hours.
About Ritchie's Welding Inc:
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 Customer Support Specialist to serve as the critical daily link between our commercial clients, structural engineers, and our production floor.
What You'll Do (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.
What We Are Looking For (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.
- Security Eligibility: Must be eligible to pass basic federal reliability/background screening (required due to our public works infrastructure contracts).
Why Apply? (The 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.
- Comprehensive Care: Country-specific competitive health, vision, and dental benefits package starting on Day 30, plus short/long-term disability and life insurance.
- Future Security: Corporate retirement savings matching program (401k for US / RRSP for Canada) after your first year.
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