Contact Center Supervisor

Job Description

Job Description

Salary:

Company Overview
Founded in 1999, Origin Point Brands, LLC is a global manufacturer and distributor of steel, aluminum, and
other finished goods serving the North American market. OPB is a leader in the lawn and garden, fencing, and
outdoor living industries, with trusted brands that include No Dig, Garden Zone, IronCraft, Pet Sentinel, Garden
Craft, Yardlink, ScreenGuard, and Proworx.

Origin Point Brands is headquartered in Summerville, SC, with distribution and operational facilities supporting
major retail, ecommerce, and wholesale customers across North America.
We are an essential business that values our employees and offers competitive pay and a strong benefits
package for eligible full-time employees, including medical, dental, vision, HSA with employer contributions, life
insurance, paid holidays, paid time off, 401(k) with employer match, and more.
Veteran Friendly Employer / Equal Opportunity Employer / Diversity Inclusive Company.

Position Summary
The Contact Center Supervisor is responsible for leading the daily activities of the customer service/contact
center team. This role oversees staffing, training, task assignment, performance management, customer issue
resolution, order support, reporting, and escalation handling.
The ideal candidate is a hands-on leader who can balance people management, customer satisfaction, process
discipline, and operational execution. This position requires strong communication skills, sound judgment,
attention to detail, and the ability to lead a team in a fast-paced environment while supporting OPB's
customers, sales team, distribution centers, and production teams.

Key Responsibilities
Team Leadership & Daily Management
Supervise the daily activities of contact center/customer service representatives.
Assign daily work, monitor workload, and ensure timely completion of customer service tasks.
Support employee scheduling, attendance tracking, time-off requests, and timesheet review/approval.
Train, coach, and develop team members to improve performance, accuracy, professionalism, and customer
satisfaction.
Conduct performance feedback conversations and assist with formal performance evaluations.
Foster teamwork, accountability, and a positive department culture.
Customer Service & Escalation Support
Ensure customer inquiries are handled in a timely, accurate, and professional manner.
Serve as the escalation point for complex customer issues, order concerns, shipment issues, warranty claims,
and service failures.

Partner with internal teams to resolve issues quickly and communicate clearly with customers and
stakeholders.
Maintain a high standard of customer service across phone, email, portal, and other communication
channels.

Order Management & Cross-Functional Coordination
Support timely and accurate processing of customer transactions, sales orders, order changes, credits,
returns, and related documentation.
Coordinate with distribution, production, logistics, sales, and accounting teams to resolve order or fulfillment
issues.
Assist with customer-specific requirements, including retailer portals, order status updates, shipment
follow-up, and compliance-related communication.
Review and approve warranty claims in accordance with company policies.

Reporting, KPIs & Process Improvement
Monitor contact center activity, service levels, open issues, order status, and team productivity.
Prepare and review contact center and sales order reporting.
Identify trends, recurring issues, and process gaps that impact customers or internal teams.
Recommend and support process improvements to increase accuracy, response time, and customer
satisfaction.
Help ensure department procedures are documented, current, and consistently followed.

Systems & Administrative Responsibilities
Use company systems, including ERP/order management tools, Microsoft Office, and customer portals, to
support daily operations.
Maintain accurate records related to customer interactions, order issues, escalations, claims, and team
performance.
Support special projects and other duties as assigned.

Required Qualifications
Minimum of 2 years of customer service, contact center, or order management experience.
Prior experience leading, coaching, or supervising employees preferred.
Strong verbal and written communication skills.
Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
High attention to detail and accuracy.
Ability to handle customer escalations professionally and calmly.
Proficiency with Microsoft Office, including Outlook, Excel, Word, and Teams.
Ability to work cross-functionally with sales, operations, logistics, production, and accounting teams.
Self-motivated, dependable, and able to work with limited supervision.
Preferred Qualifications
Experience in a manufacturing, distribution, wholesale, retail, or ecommerce environment.
Experience with ERP systems; NetSuite experience is a plus.
Experience working with major retail customers, customer portals, EDI orders, claims, or compliance
requirements.
Familiarity with contact center metrics such as response time, resolution time, open order aging, call/email
volume, and customer satisfaction.
Prior experience creating reports, dashboards, or KPI summaries.
Experience handling warranty claims, returns, credits, deductions, or shipment issues.

Key Competencies
Leadership and coaching
Customer-focused decision making
Accountability and follow-through
Problem solving
Communication
Time management
Attention to detail
Teamwork
Process improvement
Adaptability in a fast-paced environment