Customer Service & Training Coordinator 

Department: Service
Reports To: Operations Director – Equipment
FLSA Status: Hourly
Position Type: Full-Time

Job Summary

The Customer Service & Training Coordinator serves as a key point of contact between customers and the Service Department. This position is responsible for receiving and responding to customer requests related to confectionery equipment, equipment utilization, service needs, parts, and culinary questions.

The ideal candidate is highly customer-focused, organized, and comfortable troubleshooting and triaging issues to the appropriate technical or culinary resource. This role requires excellent communication skills, strong follow-through, and a genuine interest in confectionery and chocolate production.

Key Responsibilities

• Manage incoming customer service requests through phone calls, voicemail, and email.

• Actively listen to customers, understand their needs, and provide clear next steps with empathy and professionalism.

• Triage customer requests involving:

  • Culinary and confectionery questions

  • Equipment operation and utilization

  • Equipment malfunctions

  • Replacement parts and parts requests

  • Equipment combinations and related service needs

• Coordinate with Culinary Technicians to address culinary or confectionery-related issues and follow up to ensure complete resolution.

• Coordinate with Service Technicians to troubleshoot equipment utilization and malfunction issues and ensure customers receive timely resolution.

• Maintain accurate records and service histories for customers using company-provided software systems.

• Follow up with customers after service interactions to confirm their needs have been addressed and provide a positive customer experience.

• Receive inbound parts shipments and properly organize and place parts into designated inventory locations.

• Coordinate and organize Service Technician travel arrangements and schedules.

• Support the Service Department with administrative and coordination tasks as needed.

• Maintain a high level of professionalism and customer service in all customer interactions.

Required Skills & Abilities

• Genuine curiosity and interest in culinary, confectionery, and/or chocolate production.

• Strong customer service mindset with a genuine desire to help customers solve problems.

• Excellent active listening, communication, and interpersonal skills.

• Ability to communicate clearly and professionally with customers by phone, email, and in person.

• Strong verbal communication and public speaking skills.

• Ability to analyze customer concerns, ask effective questions, and accurately triage problems.

• Strong planning, organization, and follow-through skills.

• Excellent time management and ability to prioritize multiple customer requests.

• Proficiency with Microsoft Office Suite.

• Comfortable learning and using new software and technology.

• Ability to work effectively with technical, service, culinary, and operations teams.

Education & Experience

Required

• High School Diploma or GED.

• Associate's or Bachelor's degree in any discipline.

Preferred

• Customer service or service coordination experience.

• Experience with an auto parts company, automotive dealership, equipment distributor, or service organization.

• Experience providing production support within a manufacturing environment.

• Experience working with industrial equipment, machinery, replacement parts, or technical products.

• Experience in food manufacturing, confectionery, chocolate, culinary, or related industries is a plus.