What are the responsibilities and job description for the Service Coordinator – Customer Support position at Rocky Mountains Distributing?
At Rocky Mountains Distributing (RMD), we specialize in providing high-quality commercial food service equipment and support that help businesses thrive. Our solutions bring joy to customers by ensuring they can serve top-tier products efficiently and consistently.
As a Service Coordinator – Customer Support, you will be the critical link between our customers and our field service team. Your role ensures smooth communication, quick response times, and outstanding service coordination for equipment repairs, maintenance, and troubleshooting. This position is perfect for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering outstanding customer service.
About Us
RMD is a full-service distributor of leading restaurant equipment brands, including Taylor Company, as well as Turbochef, Blodgett, Pitco, Concordia, Broaster, FlavorBurst, Zumex, and more. We support restaurants, cafes, and foodservice establishments by providing cutting-edge equipment solutions, expert service, and ongoing support.
Our culture is built on teamwork, customer dedication, and a drive to go above and beyond in everything we do. If you are hungry for growth, customer-focused, a team player, and have a spark for innovation, we’d love to have you join our team!
Key Responsibilities
- Serve as the primary point of contact for customers, handling service requests with professionalism and efficiency via phone, email, and text.
- Dispatch and coordinate Field Service Technicians to service locations, ensuring timely responses and optimized scheduling.
- Provide world-class support by promptly responding to customer inquiries, troubleshooting minor issues, and offering solutions.
- Maintain accurate records of service requests, technician assignments, and customer interactions using our internal tools (Southware, ATLAS).
- Collaborate with internal departments to streamline processes and improve service delivery.
- Ensure a smooth, organized flow of service calls while creating a sense of calm and confidence for both customers and technicians.
- Utilize problem-solving skills to proactively resolve customer concerns and service-related issues.
- Learn the ins and outs of our commercial kitchen equipment to effectively assist customers with their needs.
- Handle service escalations and find creative solutions that prevent repeat issues.
Who You Are
- A customer-focused professional who genuinely enjoys helping others and creating positive interactions.
- An organized multitasker with a knack for prioritizing urgent requests.
- A strong communicator, both written and verbal, with the ability to clearly convey information across multiple channels.
- A self-starter who thrives in a fast-paced environment and takes initiative to improve processes.
- A team player who values collaboration and enjoys working closely with colleagues and customers.
- A quick learner, eager to develop new skills and adapt to changing business needs.
Qualifications & Skills
Required:
- Strong problem-solving and organizational skills.
- Ability to remain calm and effective under pressure.
- High school diploma or equivalent.
- Legally authorized to work in the U.S.
- Proficiency in Microsoft Office (Outlook, Excel, Word).
- Strong time management and ability to juggle multiple priorities.
Preferred:
- Prior experience in a customer service, dispatch, or administrative coordination role.
- Familiarity with commercial kitchen equipment or food service environments.
- Experience with Microsoft SharePoint, OneDrive, and Office 365.
- Bilingual in English and Spanish is a plus.
Benefits & Perks
- Competitive pay based on experience.
- Ongoing training and professional development opportunities.
- Supportive team environment with opportunities for growth.
Job Type: Full-time
Pay: $44,000.00 - $54,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Shift:
- Day shift
People with a criminal record are encouraged to apply
Work Location: In person
Salary : $44,000 - $54,000
