Customer Support Manager

Job Description

Job Description

Description:

The Middleby Corporation is a global leader in commercial foodservice equipment, serving customers worldwide through a portfolio of industry-leading brands and innovative solutions. Recognized by Fortune among the Fastest Growing Companies and by Forbes as one of the World's Best Employers, Middleby is committed to innovation, operational excellence, and customer success.

Position Summary

The Middleby Corporation is seeking a highly organized and customer-focused Customer Support Manager to join our team. As a key point of contact for customers, vendors, manufacturers, installers, and internal teams, you'll coordinate equipment orders, installations, and customer support for nationally recognized customers. You'll help manage complex equipment projects while ensuring an exceptional customer experience from order placement through installation and project completion.

The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and has exceptional attention to detail. This position requires the ability to manage multiple priorities simultaneously while providing outstanding customer service and ensuring orders move efficiently from entry through installation and invoicing.

What You'll Do

• 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.

What You'll Bring

• Associate's or Bachelor's degree preferred, or an equivalent combination of education and experience.
• 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.
• Experience with ERP systems such as Syteline, SAP, Oracle, Microsoft Dynamics, or similar platforms preferred.
• Experience using CRM and project management systems is preferred.
• 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.
• Experience supporting manufacturing, foodservice equipment, distribution, or industrial industries is a plus.

Why Join Middleby?

Join a global leader in commercial foodservice equipment where you'll support nationally recognized customers, collaborate with cross-functional teams, and play a key role in delivering exceptional service and operational excellence.

Middleby Corporation is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.

Requirements: