Customer Service Team Supervisor

Customer Service Supervisor Fireside Hearth and Home, a subsidiary of Hearth & Home Technologies, is recruiting for a Customer Service Supervisor in Charlotte, NC. Description Fireside Hearth and Home is a premier distributor and service provider, offering installation, maintenance, and support for industry-leading fireplace products across residential markets. The Customer Service team supports builder partners, homeowners, sales and field operations throughout the installation and service process. The team enters and processes orders, coordinates schedules, resolves order issues, and provides ongoing communication to ensure a smooth and reliable customer experience. The Customer Service Supervisor leads the daily execution of this function by prioritizing work, ensuring processes are followed, and supporting team members. The supervisor holds the team accountable for delivering consistent, high‑quality service while driving efficiency, productivity, and continuous improvement. Key Responsibilities Drive Daily Workflow Execution Coordinate and prioritize daily work across the team to ensure timely and accurate processing of orders, scheduling, and customer requests Balance workloads and adjusting resources based on volume and business needs Measure and Improve Productivity Track team performance against key metrics (e.g., order accuracy, turnaround time, call responsiveness) Identify trends and implement actions to improve efficiency and output Process Implementation & Continuous Improvement Ensure consistent adherence to established processes and standards Identify gaps or inefficiencies and lead improvements to streamlining operations and enhance the customer experience Issue Resolution & Escalation Management Support the team in resolving complex customer or operations issues Act as a point of escalation to ensure timely and effective resolution while maintaining strong customer relationships Lead, Manage, and Develop the Team Provide clear direction, coaching, and feedback to team members Establish performance expectations Hold employees accountable to performance expectations and service standards Supporting ongoing development to build capability and strengthen team performance Preferred Qualifications Bachelor’s degree in business or a related field Required Qualifications 3+ years of experience leading high performing teams Prior experience leading customer service, scheduling, order management, or a related function is strongly preferred Strong organizational and problem‑solving skills with the ability to manage multiple priorities Experience working with performance metrics and driving productivity improvements Effective communicator with the ability to influence and support cross‑functional teams Benefits In addition to your salary, this position may be eligible for a range of benefits (Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. Equal Opportunity Statement The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law. #J-18808-Ljbffr Fireside Hearth & Home