Customer Service Representative

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’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.

This role is exciting because you are not just supporting customers; you are helping support a larger mission of protecting their workers and helping people go home safely at the end of the day. Every order, question, recommendation, or problem you help resolve can connect back to getting the right safety products into the hands of the people who need them. As part of our Customer Service team, you are at the center of that experience. You get to build relationships, solve problems, learn about safety products and customer needs, and gain exposure to different parts of the business. It is a great opportunity for someone who wants meaningful work, enjoys helping people, and wants to grow while contributing to the goal of protecting five million workers.

You could be a good fit for this role if you are customer-focused, organized, adaptable, accountable, and comfortable working in a fast-paced environment. This role requires someone who communicates well, enjoys solving problems, and cares about delivering an experience that supports both the customer and their larger safety mission. 

Job Summary:

Reporting to a Customer Service Manager, the Customer Service Representative is responsible for delivering a best-in-class customer experience for both internal and external customers, primarily through phone and email communication. This role supports customers and sales partners by managing high volume orders and inquiries, ensuring accurate and timely processing, and resolving issues efficiently. The CSR plays a critical role to effectively prioritize tasks, navigate multiple systems, and maintain clear communication to support seamless order flow and strong customer relationships

Essential Responsibilities:    

• Respond to incoming phone and email communications within key metrics, delivering professional and engaging customer experience.
• Prioritize and manage workload effectively to ensure efficiency and timely completion of tasks.
• Accurately enter customer orders, inquiries, and updates within the CRM system. 
• Apply triage standards to categorize, route, and resolve tickets appropriately on first touch.
• Set appropriate expectations with customers and the sales team; proactively communicates and resolve conflicts as needed.
• Maintain thorough knowledge of company products, processes, and systems to ensure accurate and consistent support.
• Collaborate with internal teams to ensure customer satisfaction and seamless order processing.
• Take ownership of tasks, follow through on commitments, and support team and departmental goals.
• Manage 50+ orders/tickets per day
• Handle 15-25+ inbound calls daily
• Maintain timely responses and follow-through on all customer interactions
• Consistently deliver accurate work with minimal errors or rework

Hybrid Work Schedule: This position is onsite at our corporate office in Romeoville, IL Monday - Thursday and remote on Fridays.

Requirements:

• Associate degree or equivalent work experience
• Minimum of 2 years of experience in a customer service, administrative, or related role.
• Experience working in fast-paced, customer-focused environments is preferred.
• Ability to clearly and professionally communicate (verbally and in written form) with customers and coworkers via Phone and email
• Demonstrated ability to develop relationships with customers and coworkers
• High level of ownership, accountability and initiative
• Action-oriented, flexible problem solver, self-motivated
• Ability to prioritize multiple tasks in a fast-paced environment

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