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. 

 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 and Personal Days
• 10 Paid Holidays
• Milestone Anniversary Getaways
• Weekly Pay
• 401K w/ Company Match
• Plus So Much More!!!!