top of page

RMD Is Hiring a Customer Service Representative

About the job

Help us bring Joy to people. That’s really what we do. The equipment and products we sell and service help our customers bring a smile to their clients.

​

Rocky Mountains Distributing (RMD) is a full-service provider and distributor for industry leading restaurant equipment manufacturers including the exclusive distributor for Taylor Company including equipment, parts, and service for all Taylor Restaurant equipment. World class equipment including Soft Serve Ice Cream, Shake, Frozen Yogurt, Smoothies, Gelato, Custard, Frozen Beverage, and Commercial Grills. RMD also handles sales, service, distribution, and installation for other manufacturing lines including TurboChef, Blodgett, Pitco, Concordia, Broaster, Flavor Burst and Zumex Juice machines. We work with a wide variety of food service establishments finding the right equipment solutions and avenues to be more profitable for our customers.

​

Our Customer Service philosophy and personal stake in our associates are what sets us apart from the competition. We are growing our team and currently looking for someone who embraces our core values. Someone who is Hungry, Customer-Focused, who can be a part of a Team and someone who exudes Spark.

​

Responsibilities and Duties

The Customer Service Representative is responsible assisting our customers by routing Field Service Technicians to various service calls providing quick and efficient response times to clients in the commercial kitchen equipment environment. CSR operates in a manner that maximizes efficiency and productivity while delivering “Plus One” service. This position is a principal contact to our customer and group of Service Technicians within our specific geographic markets and corresponding territories. In a nutshell to perform as a CSR, you are a self-starter with an entrepreneurial spirit who is driven by earning the right for more work with a client. You enjoy owning and developing the working relationships with clients and ensuring the rest of the RMD delivery team appreciates their point of view and desire to improve their business. As a veteran of this industry, you have a few war stories to demonstrate you understand the orchestration of many energies and desires to bring sound and creative ideas that create business value for our clients. While you can juggle chaos, you can also temper it, organize it, and create a sense of calm for all involved.

​

Your objectives:

  • Answer and direct incoming phone calls, providing world-class phone, email and text support to service technicians, manufacturers, and customers.

  • Respond promptly and professionally to customer emails, ensuring clear, concise, and helpful communication.

  • Handle general phone inquiries with efficiency and professionalism, offering exceptional phone support.

  • Assist, when necessary the Routing of Field Service Technicians to various service calls, ensuring quick and efficient response times for the customer and manufacturers we serve.

  • Operate in a manner that maximizes efficiency and productivity while delivering “Plus One” service.

  • Perform as a self-starter with an entrepreneurial spirit, driven by earning the right for more work with a client.

  • Own and develop working relationships with clients, ensuring the RMD delivery team appreciates their point of view and desire to improve their business.

  • Demonstrate industry expertise with stories that showcase your ability to manage and coordinate various tasks and create business value for clients.

  • Juggle chaos while organizing and creating a sense of calm for all involved.

  • Answering phones and other related communication mediums used to receive service-based calls and efficiently and effectively dispatching technicians ensuring prompt response times.

  • Learn the ins and outs of our resourcing tools, Southware and ATLAS.

  • Bilingual highly preferred. Effectively communicate verbally and written in English is required.

 

Qualifications and Skills

Demonstrates a genuine passion for serving others, ensuring every customer interaction is handled with care and empathy. Courageous, passionate, internally motivated, driven, empathetic, kind, uncompromising, responsive, respectful, transparent, collaborative, coachable, positive, innovative and respectful.

​

  • Possesses a strong commitment to providing outstanding service, going above and beyond to meet the needs and expectations of customers and colleagues.

  • Embrace a team attitude with exceptional customer relationship skills via multiple communication platforms.

  • Self-starter capable of working with minimal oversight, with a willingness to learn and grow through provided training.

  • Detailed, organized, and driven with a sense of urgency and a positive, collaborative attitude.

  • Ability to embrace corporate cultural core values.

  • Pass a background check and drug screen.

  • High School diploma or equivalent.

  • Legally authorized to work in the U.S.

  • Manage work in progress, proactively handling all open service orders, including those requiring specific parts, service, installation, and preventative maintenance.

  • Create and foster internal and external customer relationships.

  • Review and resolve escalated service issues, finding unique and repeatable solutions.

  • Present with conviction and persuasion, responding to challenges in real-time.

  • Remain effective under pressure, often being the “calm in the storm.”

  • Contribute to clients and RMD within a fast-paced environment.

  • Exhibit excellent communication skills, with a commitment to continuous improvement.

  • Solve dynamic situations to make forward progress.

  • Excel in time management and organizational skills, recognized by others.

  • Willing to go the extra mile, including some evening and weekend work.

  • Hold an internal passion for continuous learning, seeking counsel, mentorship, and feedback.

  • You know how to own the room, present with conviction and persuasion and can respond to challenges in real-time.

  • You see the strength in being diligent about details and relentless follow up.

  • You’d say you’re a rock star in time management and organizational skills – and others would agree.

​

Preferred Qualifications

  • Bachelor's degree or similar educational background is preferred, demonstrating a commitment to continuous learning and professional development

  • Ability to learn unique and proprietary software.

  • Experience with Microsoft SharePoint and Microsoft OneDrive.

  • Knowledge of the commercial and restaurant environments.

  • Ability to juggle and prioritize with strong organizational and time management skills.

  • Ability to work independently with minimal direct supervision.

  • Excellent verbal and written communication skills in English. A second language would be a plus.

  • High-level experience in a Office 365 Microsoft Windows based environment.

  • High-level experience in Microsoft Excel including Pivot tables and Power Pivot.

​

Benefits:

  • 401(k) / 401(k) matching

  • Dental insurance

  • Disability insurance

  • Employee discount

  • Health insurance / Life insurance

  • Paid time off

  • Vision insurance

​

Experience:

  • Multi-line phone systems: 2 years (Required)

  • Phone etiquette: 2 years (Preferred)

  • Customer Service: 2 years (Required)

Interested? Apply Today!

bottom of page