Supervisor, Industrial Vending Support

## Overview *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.* *The salary range for this position is* *$68,000* *to $95,200* *. 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.* *#IND1* ## Description *What Matters at* [***Magid***](https://www.magidglove.com/careers-in-safety#pg)*? **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](https://www.magidglove.com/about-us), 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! **Essential 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:**…