Supervisor Customer Service - Vending Support

Magid; Illinois; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health, dental, vision, life and disability insurance

401k retirement plan with company match

Company provided Profit Sharing

Participation in Magid Paid Time Off (PTO) Policy

9 Paid Holidays

Job summary

Magid, a leader in safety products, seeks a Vending Support Supervisor in Illinois. This role involves overseeing a team, developing performance metrics, and enhancing customer service. The candidate should have strong leadership skills, experience in technical support, and a bachelor's degree. Benefits include health insurance, a 401k plan with company match, and a hybrid work schedule with onsite work Monday to Thursday and Fridays remote.

Qualifications

• Minimum three (3) years’ experience in a supervisory or leadership role.
• Technical customer support or operations management experience preferred.
• Technical field service experience preferred; will work with sales reps and end users.

Responsibilities

• Oversee daily operations of the Vending Support Team.
• Develop and implement key performance indicators (KPIs) and service level agreements (SLAs).
• Drive process improvement initiatives to standardize operations.
• Provide oversight for custom imports and database maintenance.
• Proactively resolve service issues and ensure timely customer satisfaction.

Skills

Excellent people leadership/management skills

Exceptional customer service skills

Ability to prioritize tasks in a fast-paced environment

Strong organization and planning abilities

Strong computer skills and math aptitude

Excellent problem-solving and communication skills

Education

Bachelor’s degree or equivalent related experience

Tools

Microsoft Office Suite

Job description

"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’re not just passionate about safety—we’re passionate about people. As an industry leader, we’ve built an innovative and collaborative environment where diversity is celebrated, ideas are valued, and personal and professional growth never stops.

Job Summary

Reporting to the Manager of Consignment, the Vending Support Supervisor will oversee the daily operations of the Vending Support Team (4-6 people), ensuring high performance, operational excellence, and exceptional customer experience. In this role, you will coach and develop Vending Support Technicians, oversee ticketing and phone support standards within ZOHO Desk, and serve as an escalation point for highly sensitive or complex service requests. You will also help establish and maintain data and process standards that support accuracy, efficiency, and scalability. Partnering closely with Inventory Solutions and Customer Experience leadership, you will help position Magid to deliver consistent, scalable service while creating customers for life!

Responsibilities

• Develop, refine, and implement key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve Vending Support team performance.
• Lead, coach, and continuously develop Vending Support team members through training, feedback, and performance management.
• Drive process improvement initiatives by identifying inefficiencies, defining best practices, and partnering with cross-functional teams to standardize processes.
• Partner with the internal Customer Experience (CX) team to develop and execute a strategic plan that aligns with Vending Support workflows.
• Proactively identify and resolve service issues, missed SLAs, or customer satisfaction concerns; collaborate with functional partners to ensure the timely resolution.
• Provide oversight and direction for custom imports, reporting, and SQL-based solutions within the vending database environment to improve operational efficiency and data integrity.
• Maintain accurate vending database licensing to ensure appropriate administrative and machine access.
• Develop and implement PO parts approval and tracking metrics to support effective troubleshooting and inventory accountability.
• Serve as the primary IT liaison for Vending Support systems, including:
  • Ensuring antivirus (AV) standards and compliance through Bitdefender
  • Coordinating report creation, enhancements, and access
  • Overseeing database maintenance, troubleshooting, and system upgrades

Work Schedule

Monday - Thursday onsite; Fridays WFH. Hours: 8:30am – 5pm (preferably).

Benefits

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

Requirements

• Excellent people leadership/management skills and has ability to influence and drive positive change
• Exceptional customer service skills and ability to manage customer expectations
• Ability to prioritize tasks in a fast-paced environment across various project phases is required.
• Demonstrate strong organization, planning, prioritizing abilities, and attention to detail
• Possess strong computer skills and math aptitude, especially with Microsoft Office Suite
• Excellent problem-solving and communication skillsDemonstrate MAGID’s core values

Experience and Education

• Minimum three (3) years’ experience in a supervisory or leadership role
• Technical customer support, operations management experience preferred
• Technical field service experience preferred—they will be working with sales reps (DSMs), FSRs as well as end users
• Bachelor’s degree or equivalent related experience

Work Environment and Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 lbs.
• 10%-20% local travel may be required to partner with our Field Service team

Magid Glove & Safety is a leading manufacturer, distributor, and importer of hand protection and safety products, e.g., work gloves, fall protection, reusable and disposable respirators. We are an innovative, growing, and privately held business, that has been delivering 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.

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.