Customer Service Team Lead at Culinary Depot in Spring Valley, NY

Job description

• Culinary Depot is a national distributor of foodservice equipment and supplies serving restaurants, institutions, and commercial kitchens. The Customer Service Team Lead runs our post-sale service department — the team of service coordinators who keep customers up and running after the sale.

Responsibilities

• Lead the service coordinators' day-to-day: triage cases, keep response and resolution times tight, and drive down aging cases
• Be the escalation point for complex or sensitive customer issues
• Hold vendors, technicians, and Authorized Service Agents to their commitments and timelines
• Track vendor performance, warranty claims, and reimbursements
• Build simple, repeatable processes and automate busywork so cases don't slip
• Own the team's numbers: response times, open cases, vendor delays, resolution times
• Coach the coordinators and set a culture of urgency and ownership

Requirements

• 2–4 years in customer service, support, or service coordination, with some experience leading people (shift lead, senior rep, or team lead)
• Highly organized, high-urgency, strong follow-through
• Comfortable holding vendors accountable while staying professional and empathetic with customers
• Foodservice equipment or field service experience a plus

Skills

Required

• Highly organized
• High-urgency
• Strong follow-through

Benefits

• $75,000–$90,000 per year, plus health insurance, 401(k) with company match, paid time off, and paid holidays.