What are the responsibilities and job description for the Customer Support Coordinator position at Culinary Depot?
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 to facilitate accurate and timely issue resolution.
Process Improvement: Identify recurring 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.
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