Supervisor Customer Experience Operations

What Matters at Magid? YOU do!

"The number one key to growth is having good people and that’s what has driven us at every stage of the game." - Greg Cohen, CEO

At Magid we are passionate about keeping workers safe and proud of the innovative and collaborative environment we’ve created where diversity is celebrated, and growth never stops.

• Supervise and manage the workflow of direct reports, balance department workload, maximizing efficiency
• Recruit and staff team members for sustainable growth
• Ensure all incoming email/phone orders and service requests are handled correctly, within department service levels, and maintaining an error and quality rate based on department guidelines
• Continuously review process, implementing change as needed to improve the customer experience
• Actively listens to customer needs and concerns, identify trends and offer solutions to improve service
• Communicate and partner with all internal departments as needed to improve process
• Provide inspiring leadership, communicating effectively and leading change transformation
• Review and implement training to ensure team members have the correct information and tools needed to succeed in their roles
• Utilize cross-functional relationships to properly support corporate accounts.
• Maintains staff KPI’s, review monthly and manage performance expectations
• Assist Manager as needed with projects and reporting
• Supports business growth and key objectives
• Provide back up for all high-profile contract customers
• Use all available resources to resolve any question or inquiry on first contact

• Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training, geographic location, additional qualifications such as licensure or certifications, market factors, and responsibilities.

Magid offers a variety of benefits to our team members including:

• Health, dental, vision, life and disability insurance
• Bonus plan
• 401k retirement plan with company match
• Company provided Profit Sharing
• Participation in Magid Paid Time Off (PTO) Policy
• 9 Paid Holidays

• Confident self-starter with ability to own situations and make decisions with minimal oversight
• Effectively adapts to different situations, demonstrates assertiveness and diplomacy
• Demonstrated leadership ability to work effectively in a team environment and operate independently to achieve objectives
• Drive and desire to constantly challenge existing process, offering solutions for improvement
• Excellent verbal and written communication skills
• Detail oriented and highly organized with team and collaborative mindset
• Enthusiasm and positive attitude
• Strong work ethic and customer service orientation with high integrity and ethics
• Commitment to professionalism, follow-through and attention to detail
• Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed.

• Bachelor’s degree preferred or equivalent work experience
• 3-5 years customer operations leadership experience

Magid Glove & Safety is America’s leading manufacturer, distributor and importer of hand protection and safety products i.e. work gloves, fall protection, gas detection, reusable and disposable respirators, clean room, 1st aid and all other safety related products. We are a privately held, family founded company, and have been providing safety solutions to thousands of companies since 1946.

Magid is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.