Customer Support Manager

The Middleby Corporation is a global leader in commercial foodservice equipment, serving customers worldwide through a portfolio of industry-leading brands and innovative solutions. They are seeking a highly organized and customer-focused Customer Support Manager to coordinate equipment orders, installations, and customer support, ensuring an exceptional customer experience throughout the project lifecycle.

Responsibilities:

• Serve as the primary point of contact for customers, vendors, manufacturers, installers, and internal teams
• Build and maintain strong customer relationships through responsive communication and proactive problem-solving
• Process equipment and parts orders accurately within the ERP system
• Coordinate equipment shipments, installations, and service requests to meet customer expectations and project timelines
• Manage orders throughout the entire lifecycle, including order entry, acknowledgements, shipping, delivery, installation, invoicing, and project completion
• Communicate order status, pricing, shipping updates, and potential delays to customers and internal stakeholders
• Partner with suppliers and manufacturers to confirm production schedules, shipment dates, tracking information, and order completion
• Support large-scale equipment rollouts for national retail and restaurant customers
• Review vendor invoices, shipping documentation, and order acknowledgements to ensure accuracy and timely processing
• Collaborate with Accounts Receivable and Accounts Payable to resolve billing discrepancies and invoice-related issues
• Monitor open orders, shipments, and outstanding invoices to support timely billing and project completion
• Maintain customer and vendor documentation, including credit applications, pricing updates, and compliance records
• Keep project tracking systems current by maintaining accurate documentation and status updates
• Coordinate inquiries related to equipment, parts, field service, installations, and technical support by engaging the appropriate internal and external resources
• Collaborate across Sales, Purchasing, Customer Service, Finance, Engineering, and Operations to deliver an exceptional customer experience
• Identify opportunities to improve processes and operational efficiency

Requirements:

• Three or more years of experience in customer support, customer service, project coordination, order management, inside sales support, or a related operations role
• Experience managing multiple customer accounts while balancing competing priorities
• Proficiency in Microsoft Office, including Excel and Outlook
• Excellent verbal and written communication skills
• Strong organizational, time management, and problem-solving skills with exceptional attention to detail
• Ability to work independently while collaborating effectively across multiple departments
• Associate's or Bachelor's degree preferred, or an equivalent combination of education and experience
• Experience with ERP systems such as Syteline, SAP, Oracle, Microsoft Dynamics, or similar platforms preferred
• Experience using CRM and project management systems is preferred
• Experience supporting manufacturing, foodservice equipment, distribution, or industrial industries is a plus