What are the responsibilities and job description for the Customer Support position at Culinary Depot?
Kick off the new year with a role that offers stability, growth, and immediate impact
The Role: Are you a Master Problem-Solver?
At Culinary Depot, our clients are world-class chefs and high-volume kitchens. When their equipment fails, their business stops. We aren't looking for a "data entry" clerk; we need a Customer Support Specialist who is fast on their feet, exceptionally smart, and obsessed with finding solutions.
You will be the "Air Traffic Controller" for our service department—managing a moving puzzle of technician schedules, manufacturer warranties, and urgent client needs. If you are the person everyone turns to when things go wrong because you always "figure it out," you belong on our team.
What You'll Do (And Why It's Challenging)
Dynamic Dispatching: You will manage a fleet of technicians. You must be quick enough to pivot their entire day when an emergency "Kitchen Down" call comes in, balancing drive-time with urgency.
Complex Warranty Navigation: You will coordinate with manufacturers (e.g., Hobart, Rational) to secure coverage. This requires a sharp eye for detail and the ability to argue for our clients' best interests.
Technical Triage: You'll ask the right questions to troubleshoot issues over the phone. You need to be smart enough to learn the "language" of commercial kitchens quickly.
Dashboard Mastery: You will live in our system (NetSuite), keeping track of dozens of open cases and ensuring nothing falls through the cracks.
Proactive Communication: You will be the bridge between frustrated clients and our technical team, providing fast, accurate updates.
Who You Are
Quick & Adaptable: You can handle a fast-paced environment where priorities change by the minute.
A Natural Fixer: You don't wait for instructions when a problem arises; you find a way to solve it.
Detail-Obsessed: You notice the small things that others miss, especially when it comes to scheduling and documentation.
Experience: 3 years in a high-pressure service, dispatch, or logistics environment (HVAC, Plumbing, Auto Repair, or Foodservice is a huge plus).
Tech-Savvy: You learn new software in days, not weeks. NetSuite experience is a major plus, but we will train a fast learner.
Compensation & Benefits
Competitive Salary: We pay for talent and "smarts," not just years on a resume.
Full Benefits: Medical, Dental, and Vision insurance.
Retirement: 401(k) plan with company matching.
Generous Paid Time Off (PTO)