Customer Support

About Culinary DepotCulinary Depot is a leading provider of commercial kitchen equipment and solutions, serving restaurants, institutions, and foodservice operators nationwide. We partner with our customers from initial design and equipment selection through installation and long-term support. Our business is built on expertise, accountability, and long-term relationships—not one-off transactions.Role SummaryWe are hiring a Customer Support / Service Coordinator to be the front line of our service operation. This role is critical to the customer experience.You will often be speaking with customers who are frustrated, stressed, or under pressure. Your responsibility is to listen, take ownership, communicate clearly, and drive each issue to resolution. This is not a “log a ticket and move on” role. It requires empathy, follow-through, and pride in helping people.If you are someone who feels personally invested in making sure customers are taken care of—and you don’t rest until the issue is resolved—this role will be a strong fit.What Success Looks LikeCustomers feel heard, respected, and supportedIssues are owned end-to-end, not passed alongCommunication is proactive, clear, and honestFollow-ups happen without being chasedProblems are resolved thoughtfully, even when solutions take timeKey ResponsibilitiesSchedule and dispatch local technicians to ensure timely serviceCoordinate with manufacturers to secure warranty coverage and approvalsRespond to customer inquiries via phone, email, and chat with professionalism and empathyManage service cases from initial contact through resolutionProvide consistent updates and set realistic expectations with customersMonitor open cases using internal dashboards and follow up proactivelyPartner with internal teams (sales, operations, receiving) to resolve issues efficientlyIdentify recurring service or equipment issues and escalate trends to managementWork closely with other Service Coordinators to maintain a high service standardWho We’re Looking ForNaturally empathetic with a genuine desire to help peopleCalm, patient, and professional—especially with frustrated customersStrong communicator who listens first and responds thoughtfullyOrganized and detail-oriented with strong follow-throughComfortable juggling multiple cases without dropping the ballProblem-solver who takes responsibility, not shortcutsExperience in customer service or technical support is preferred (foodservice or equipment experience is a plus), but attitude and ownership matter more than background. We can train systems. We cannot train care.Important to KnowThis is not a call-center role and not a script-based environment. You will be expected to think, take ownership, and advocate for the customer. If helping people feels like an inconvenience, this will not be the right role.Why Join Culinary DepotWe hold high standards and support our team accordingly.Competitive compensation with performance-based reviewsMedical, Dental, and Vision insurance401(k) with company matchPaid Time Off plus paid holidays Hands-on training, mentorship, and internal growth opportunitiesFast-paced, collaborative, and execution-focused office culture