Customer Support Coordinator

Culinary Depot; Mahwah (NJ); On-site; USD 34,440 - 45,460; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with company match

Paid Time Off and holidays

Hands-on training and growth

Job summary

Culinary Depot in Mahwah, NJ is seeking a Customer Support / Service Coordinator to be the frontline of our service operation. You will listen, take ownership, communicate clearly, and drive each issue to resolution with empathy and persistence.

This role is not script-based; you will think critically, collaborate with sales and internal teams, and advocate for customers. Compensation ranges from $25 to $33 per hour, depending on experience and qualifications.

Qualifications

• 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.

Responsibilities

• Customer Interaction:Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Issue Resolution:Address and resolve customer complaints related to damages, order discrepancies, and other concerns effectively.
• Order Follow-Up:Provide updates on order status and follow up with customers on outstanding orders.
• Internal Communication:Collaborate with sales teams and other internal departments to resolve customer issues and ensure satisfaction.
• Record Keeping:Update customer records and track orders to facilitate accurate and timely issue resolution.
• Process Improvement:Identifyrecurring customer issues, suggest process improvements, and report findings to management.
• Team Collaboration:Work with other CSRs and teams to ensure seamless customer service and support.

Skills

Empathy

Active listening

Clear communication

Organization

Time management

Problem solving

Job description

About Culinary Depot

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

• Customer Interaction:Respond to customer inquiries via phone, email, and chat promptly and professionally.

• Issue Resolution:Address and resolve customer complaints related to damages, order discrepancies, and other concerns effectively.

• Order Follow-Up:Provide updates on order status and follow up with customers on outstanding orders.

• Internal Communication:Collaborate with sales teams and other internal departments to resolve customer issues and ensure satisfaction.

• Record Keeping:Update customer records and track orders tofacilitateaccurateandtimelyissue resolution.

• Process Improvement:Identifyrecurring customer issues, suggest process improvements, and report findings to management.

• Team Collaboration:Work with other CSRs and teams to ensure seamless customer service and support.

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 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.

Compensation

• $25–$33per hour, based on experience and qualifications.

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