Customer Experience Specialist

Brief Description
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.

Join our team as a Customer Experience Specialist, where you'll be the first point of contact for our customers—listening, problem-solving, and creating positive experiences every day. In this fast-paced role, you'll handle inquiries, process orders, and collaborate with internal teams to deliver timely solutions. If you're proactive, empathetic, and passionate about helping others, this is your chance to grow while making a real impact.

Essential Responsibilities:

• Provides quality and timely support for internal and external customers' and field sales staff needs via e-mail, phone, and other channels with a focus on one-contact resolution.
• Actively listens and identifies customer needs and concerns, demonstrate empathy, and build rapport to effectively provide top tier service.
• Collaborates with various internal teams for timely resolution of issues.
• Thoroughly investigates customer inquiries, identifies potential solutions and decides proper course of action.
• Develops high quality and creative solutions to enhance the customer experience and minimize repeat customer contacts.
• Effectively manages multiple scenarios in a fast-paced environment and prioritizes work based on business and customer needs.
• Assists customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities. Engages sales support where necessary.
• Provides a memorable positive customer experience by identifying and understanding the needs of the caller in a timely manner.
• Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner while maintaining customer relationships.
• Identifies themes and proactively works with senior leaders on broad-based solutions to reduce contacts on similar issues.
• Planning to resolve and identify process/customer issues/opportunities while maintaining open communication with appropriate departments/management.
• Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relates to work duties.
• Responds to post-order customer service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.
• Directly, clearly, concisely communicates issues and solutions often to the appropriate manager or team to ensure that everyone is always aware of customer situations.
• Supports the team and be able to learn and take on other office and customer service responsibilities
• Supports business growth and key objectives.
• Proactively identifies trends for Continuous Improvement.

Requirements

• Bachelor's degree preferred or equivalent work experience.
• 3-5 years customer facing experience in a corporate environment.
• Confident Self-starter with ability to own situations and make decisions with minimal oversight.
• Effectively adapts to different situations, demonstrate assertiveness and diplomacy.
• Experience performing job-related tasks and owning customer inquiries for one-contact resolution.
• Thinks critically by gathering information, evaluating options and implementing the best solution.
• Demonstrated ability to work effectively in a team environment and operate independently to achieve objectives.
• Drive and desire to go above and beyond to ensure that customers are completely satisfied.
• Excellent verbal and written communication skills.
• Detail oriented and highly organized with team and collaborative mindset.
• Demonstrates flexibility on the job and a willingness to learn new methods, procedures or techniques.
• Capable of using learned knowledge to drive in the moment business decisions.
• 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. Experience using an AS400 and/ or other Customer database Management system is a plus.
• 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

Summary
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.