About this role
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.
What you'll do:
- 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
What we're looking for:
- 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
Compensation and Benefits:
$75,000–$90,000 per year, plus health insurance, 401(k) with company match, paid time off, and paid holidays.