Customer Support Manager

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Middleby UK Ltd

WebsiteLinkedInAll Job Openings

11 - 50 employees

🍽️ Food & Beverage

🏨 Hospitality

📦 Logistics

Food & Beverage • Hospitality • Logistics

Middleby UK Ltd. is a subsidiary of USA-based Middleby Corporation, specializing in the distribution of high-quality global catering equipment brands across the UK. They provide innovative commercial cooking appliances, including ovens, fryers, and mixers, catering to the hospitality sector, including major national chains such as KFC and Burger King. Their commitment to excellence is showcased in their large demonstration kitchen, where they present their extensive product range to customers.

📋 Description

• 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

• 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.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development