Customer Experience Specialist

Nemco Food Equipment; 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

Description

Nemco Food Equipment is a trusted innovator in the foodservice industry, proudly serving commercial kitchens worldwide. Founded in 1976 and family-owned ever since, we design and manufacture high-quality, reliable food equipment for fast food, convenience stores, restaurants, and broader foodservice markets. Headquartered in Hicksville, Ohio, Nemco is built on a strong local foundation with a global impact. We strive to be an employer of choice, fostering a positive, family-oriented culture and living by our three core values: Do the Right Thing, Embrace Learning, and WOW Customers.

Description

Nemco Food Equipment is a trusted innovator in the foodservice industry, proudly serving commercial kitchens worldwide. Founded in 1976 and family-owned ever since, we design and manufacture high-quality, reliable food equipment for fast food, convenience stores, restaurants, and broader foodservice markets. Headquartered in Hicksville, Ohio, Nemco is built on a strong local foundation with a global impact. We strive to be an employer of choice, fostering a positive, family-oriented culture and living by our three core values: Do the Right Thing, Embrace Learning, and WOW Customers.

Position Overview

The Customer Experience Specialist serves as a dedicated advocate for customers, ensuring a seamless experience from order placement through post-sale support. This role is responsible for managing customer relationships, resolving complex issues, coordinating cross‑functional communication, and supporting continuous improvement initiatives. The specialist acts as the voice of the customer while maintaining Nemco's commitment to exceptional service, ownership, and accountability.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, dealers, representatives, and distributors via email and phone calls.
• Manage customer inquiries related to orders, pricing, shipping, warranties, returns, and product availability.
• Resolve complex customer issues independently while following company policies and escalation guidelines.
• Coordinate with Sales, Operations, Shipping, Engineering, Quality, and Accounting to ensure timely issue resolution.
• Monitor open orders and proactively communicate delays, status updates, and potential concerns.
• Support warranty and service processes by gathering information and facilitating resolution.
• Identify trends, recurring issues, and opportunities for process improvement.
• Assist with 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, commercial documents, and special communication requests.

Requirements

Qualifications:

• Independently motivated
• Strong written/verbal communication and listening skills
• Ability to work under pressure while maintaining patience and a positive attitude
• Adept at multi‑tasking and time management
• Customer service/call center experience a plus
• Proficient computer skills with the ability to learn new software
• Bilingual a plus, but not mandatory

Physical Requirements

Sitting: Most tasks are performed in a sitting position with intermittent walking.

Lifting: Rarely lifting items weighing 2 lbs. to 5 lbs.

Walking: Intermittently walking short distances (less than 1/8 mile).

Pulling: Use of manual hand truck and carts to occasionally move skids or parts short distances.

Bending: Occasional bending required to perform a variety of tasks.

Reaching: Occasional reaching to retrieve tools or paperwork.

Handling: Occasional handling of items ranging in weight from 2 lbs. to 5 lbs.

Gripping: Frequent gripping of varying office tools (telephone, writing implements, mouse...).

Benefits

• 2 Medical Plan Options
• Dental
• Vision
• Short Term & Long Term Disability
• Generous PTO
• 10 Paid Holidays
• Milestone Anniversary Getaways
• Weekly Pay
• 401K w/ Company Match
• Plus So Much More!!!!