Customer Support

Culinary Depot•Spring Valley, NY

23h

About The Position

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

Requirements

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.

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 proactively
Partner with internal teams (sales, operations, receiving) to resolve issues efficiently
Identify recurring service or equipment issues and escalate trends to management
Work closely with other Service Coordinators to maintain a high service standard