Middleby UK Ltd

Customer Support

• 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.

Customer Support Manager