Customer Support at Culinary Depot – Montvale, New Jersey

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.

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.

• 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

• 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

• 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.

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.

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