Customer Support Coordinator

Culinary Depot; Village of Spring Valley (NY); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Medical, Dental, and Vision insurance

401(k) with company match

Paid Time Off plus paid holidays

Hands-on training and mentorship

Training & Growth

Job summary

A leading provider of kitchen solutions is seeking a Customer Support / Service Coordinator. In this role, you will be the front line of service operations, ensuring customer issues are resolved effectively. You must possess empathy, strong communication skills, and attention to detail. Responsibilities include scheduling technicians, managing customer inquiries, and providing updates throughout the resolution process. Competitive compensation and benefits are provided, along with a supportive office culture.

Qualifications

• Experience in customer service or technical support preferred.
• Foodservice or equipment experience is a plus.
• Strong follow-through and detail-oriented.

Responsibilities

• Schedule and dispatch local technicians.
• Respond to customer inquiries via phone, email, and chat.
• Manage service cases from initial contact through resolution.
• Monitor open cases and provide updates.
• Provide consistent updates and set realistic expectations with customers.
• Monitor open cases using dashboards and follow up proactively.
• Partner with sales, operations, and receiving to resolve issues efficiently.
• Identify recurring service or equipment issues and report trends to management.
• Work closely with other Service Coordinators to maintain a high service standard.

Skills

Empathy

Communication

Organizational skills

Problem-solving

Problem solving

CRM software experience

Tools

CRM systems

Job description

Culinary 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 Summary

We 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 Like

• Customers feel heard, respected, and supported
• Issues are owned end-to-end, not passed along
• Communication is proactive, clear, and honest
• Follow-ups happen without being chased
• Problems are resolved thoughtfully, even when solutions take time

Key Responsibilities

• Schedule and dispatch local technicians to ensure timely service
• Coordinate with manufacturers to secure warranty coverage and approvals
• Respond to customer inquiries via phone, email, and chat with professionalism and empathy
• Manage service cases from initial contact through resolution
• Provide consistent updates and set realistic expectations with customers
• Monitor open cases using internal dashboards and follow up proactivelyPartner with internal teams (sales, operations, receiving) to resolve issues efficiently
• Identify recurring service or equipment issues and upscale trends to management
• Work closely with other Service Coordinators to maintain a high service standard

Who We’re Looking For

• Naturally empathetic with a genuine desire to help people
• Calm, patient, and professional—especially with frustrated customers
• Strong communicator who listens first and responds thoughtfully
• Organized and detail‑oriented with strong follow‑through
• Comfortable juggling multiple cases without dropping the ball
• Problem‑solver who takes responsibility, not shortcuts

Experience 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 Know

This 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 Depot

We hold high standards and support our team accordingly.

• Competitive compensation with performance‑based reviews
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off plus paid holidays
• Hands‑on training, mentorship, and internal growth opportunities
• Fast‑paced, collaborative, and execution‑focused office culture