Service Lead: Coordinators, Escalations & Ops

Culinary Depot; Spring Valley (AL); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot is seeking a Service Lead to direct the service department and own the post-sale customer experience, overseeing service coordinators, vendor and technician performance, and scalable processes.

You will develop reporting, drive urgency and accountability, and coach staff to meet KPIs such as response times, case resolution, and customer satisfaction across our nationwide network.

Qualifications

• Experience leading a service, support, or operations team.
• Highly organized and detail-oriented with sound judgment under pressure.
• Strong sense of urgency and follow-through across competing priorities.
• Ability to hold vendors accountable while maintaining a professional, empathetic approach with customers, and to develop that capability in others.
• Process-oriented with a track record of improving operational efficiency.

Responsibilities

• Manage response and resolution times across all open service cases, with a focus on reducing aging and unresolved cases.
• Establish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive cases.
• Hold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutions.
• Monitor vendor performance, warranty claims, and reimbursement.
• Improve tracking and visibility across parts, vendors, technicians, and warranties.
• Develop scalable service processes and identify opportunities to automate workflows and customer status updates.
• Own department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelines.
• Train, coach, and develop the service coordinators, and establish a departmental culture of urgency, ownership, and accountability

Skills

People leadership

Vendor management

Process improvement

Organizational skills

Customer focus

Job description

Culinary Depot is seeking a Service Lead to direct the service department and own the post-sale customer experience, overseeing service coordinators, vendor and technician performance, and scalable processes.

You will develop reporting, drive urgency and accountability, and coach staff to meet KPIs such as response times, case resolution, and customer satisfaction across our nationwide network.