Service Coordinator​/Customer Service Representative

RMD Is Hiring a Service Coordinator – Customer Support About the job

Our Mission:
Helping customers thrive by providing one‑stop, lifelong sales, and uncompromising service.

At Rocky Mountains Distributing, we don’t just sell and service blue‑chip commercial food service equipment, we make our customers’ lives easier, their businesses stronger, and their experience with us something they’d never trade. We are fanatical about teamwork, relentless in our customer focus, and committed to leaving things better than we found them.

This is not your average customer service job. As our Customer Service Representative, you will be the nerve center of our service operation – fielding calls and emails from customers, field technicians, third‑party service providers, and manufacturer representatives, often all  can be fast, it can be loud, and it can be wonderfully chaotic. If that energizes you rather than exhausts you, keep reading.

You will work closely with our Director of Customer Service/Dispatch and our Service Manager, supported, coached, and set up to succeed from day one.

You’ll coordinate, communicate, troubleshoot, follow up, and follow through, every single day. We observe the Sundown Rule: every request gets a response by the close of business the day it’s received. No exceptions. That standard lives with you as much as anyone on our team.

• Serve as one of the primary points of contact for customers, field technicians, service agents, and manufacturer reps – managing a high volume of inbound and outbound communication via phone, email, text, and chat.
• Assist in dispatching and coordinating Field Service Technicians with urgency and precision, optimizing schedules and response times.
• Triage competing priorities in real time – staying calm, organized, and effective when the volume is high and the stakes are real.
• Learn and navigate multiple interconnected service platforms, including industry‑specific tools common within top‑tier service providers and authorized distributor and service network (such as Southware, AMI, ATLAS, and Global Warranty) – all of which we’ll train you on thoroughly from day one.
• Proactively follow up on open service calls – nothing falls through the cracks on your watch.
• Troubleshoot minor equipment issues with customers over the phone, buying time and building confidence while a technician is dispatched.
• Handle escalations with composure and creativity, finding solutions that prevent repeat issues.
• Collaborate across departments to continuously improve how we deliver service.
• Develop working knowledge of our commercial kitchen equipment – the more you know, the more you help.
• Identify opportunities to introduce automation, AI tools, or process improvements that make our operation sharper and faster.

The title is Customer Service Representative. But what we’re really looking for is someone who is highly self‑motivated, hungry to learn, and impossible to rattle. Someone who asks great questions, thinks creatively, and then gets things done. Not someday – today.

We’re not looking for someone who’s great at explaining why something can’t get done. We’re looking for someone who says “I’ll handle it” – and then does. Whatever the task, whatever the size, whatever the complexity, you figure it out, you follow through, and you move on to the next thing. That attitude gets noticed here. We promise.

You are wired to help people. It’s not a skill you developed, it’s just how you’re built.

You don’t rattle easily. When the phones are ringing and the emails are stacking up, you get sharper, not scattered.

You are a doer. You follow up without being asked, close loops without being reminded, and take ownership without being told.

You communicate clearly and confidently – customers feel taken care of after every interaction with you.

You learn new systems quickly and don’t get frustrated when technology isn’t perfect – you figure it out and keep moving.

You are coachable, humble, and a genuine team player – you make the people around you better.

You are curious about technology and open to exploring how AI and automation tools can improve the way we work.

You bring a…