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 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.

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…)