Customer Service Team Lead

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.

• →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

• 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