Job Description

Koolmore is a fast-growing manufacturer and distributor of large commercial and residential kitchen appliances. We’re looking for a customer-focused individual with strong problem-solving and critical thinking skills, along with a passion for providing excellent service. If you enjoy helping others and thrive in a fast-paced environment, this is a great opportunity to grow with a leading provider of commercial food equipment.

Job Overview:

As a Kitchen Appliance Customer Service Representative, you will be the first point of contact by phone and email for customers needing support with their appliances. You will troubleshoot issues, help assess whether field service is required, and work closely with both customers and service professionals to resolve problems. Alongside technical work, you’ll also handle order inquiries, shipping updates, and basic returns. This role requires strong problem-solving skills, comfort with technical documentation, and a helpful, service-oriented mindset. You’ll collaborate with product, quality, and internal teams to identify issues and contribute to product improvements.

Key Responsibilities:

• Provide professional and friendly solution-focused support via phone and email
• Troubleshoot appliance issues using manuals, part diagrams, and internal tools
• Help customers and field technicians with installation, usage, or repair questions
• Diagnose problems and determine whether on-site service is needed
• Process orders, check inventory, and update customers on delivery status
• Analyze warranty claims and track recurring product issues
• Document feedback on product defects and collaboration with internal teams on improvements

Preferred Qualifications:

• Bachelor’s degree or equivalent experience in a technical field (e.g., Engineering, or Support)
• 2–3 years in appliance support, technical customer service, or equipment troubleshooting
• Familiarity with technical documentation (user manuals, service bulletins, parts list)
• Mechanical or electrical aptitude; appliance repair experience a plus
• Strong written and verbal communication skills, including professional email etiquette
• Proficiency in Microsoft Office; comfortable navigating service and inventory systems
• Highly organized, detail-oriented, and able to manage multiple priorities
• Problem-solver who thrives in a fast-paced, team-based environment

Experience Required

1-2 years