Customer Experience Advocate — Generous PTO & 401K

Nemco Food Equipment, LTD.; Hicksville Township (OH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Plan

Dental

Vision

Disability (Short/Long Term)

Generous PTO

Holidays (10)

Job summary

Nemco Food Equipment, LTD. is seeking a Customer Experience Specialist to advocate for customers from order placement through post-sale support. You will manage relationships, resolve complex issues, and coordinate with Sales, Operations, and Engineering to ensure timely resolution.

The role emphasizes ownership, accountability, and a commitment to exceptional service, with opportunities to mentor teammates and contribute to process improvements. This position is based in Hicksville, OH.

Qualifications

• Strong written and verbal communication skills.
• Ability to work under pressure while maintaining patience and a positive attitude.
• Aptitude for multitasking and time management.
• Proficient with computers and learning new software.
• Call center or customer service experience a plus.

Responsibilities

• Serve as the primary contact for customers, dealers, representatives, and distributors via email and phone.
• Handle inquiries related to orders, pricing, shipping, warranties, returns, and product availability.
• Resolve complex issues independently following company policies and escalation guidelines.
• Coordinate with Sales, Operations, Shipping, Engineering, Quality, and Accounting to resolve issues.
• Monitor open orders and provide delays, status updates, and potential concerns.
• Support warranty and service processes by gathering information and facilitating resolution.
• Identify trends and opportunities for process improvement.
• Assist onboarding and mentoring new Customer Experience team members.
• Participate in system implementation, process documentation, and continuous improvement projects.
• Maintain accurate customer records and documentation within company systems.
• Support customer-specific requirements including portals, reporting, EDI, and commercial documents.

Skills

Independently motivated

Communication skills

Multitasking

Computer skills

Call center experience

Bilingual a plus

Job description

Nemco Food Equipment, LTD. is seeking a Customer Experience Specialist to advocate for customers from order placement through post-sale support. You will manage relationships, resolve complex issues, and coordinate with Sales, Operations, and Engineering to ensure timely resolution.

The role emphasizes ownership, accountability, and a commitment to exceptional service, with opportunities to mentor teammates and contribute to process improvements. This position is based in Hicksville, OH.