Customer Experience Specialist in Hicksville, Ohio at Nemco Food Equipment LTD

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 six core values: Respect Others, Do the Right Thing, Embrace Learning, Be Agile, WOW Customers, and Create Awesome.

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.

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…)