Customer Service Supervisor, Wolf Home Products

Customer Service Supervisor – Wolf Home Products

Are you a natural leader with a passion for delivering exceptional customer experiences? We’re looking for a motivated and experienced Customer Service Supervisor to lead our teams who support Wolf Home Products and North Point Cabinetry products. In this role, you’ll oversee daily operations, coach and develop team members, and ensure our customers receive timely, empathetic, and effective assistance. If you thrive in a fast-paced environment and enjoy making a positive impact, we’d love to hear from you!

Who is Hardware Resources?

Hardware Resources is an industry-leading provider of cabinet hardware, cabinet accessories and kitchen cabinets. Across our six brands (HR, North Point Cabinetry, Jeffrey Alexander, TASK, Elements, Wolf Home Products), we design, engineer, manufacture, and sell our decorative and functional hardware, cabinets, cabinet organizers, vanities, wood products, and LED lighting for the kitchen and bath. We enjoy an outstanding reputation for quality and service. Hardware Resources is headquartered in Bossier City, Louisiana, and our team members are valued and are encouraged to reach their full potential. We foster entrepreneurial spirit and imaginative teamwork with the freedom to act. Our company offers competitive wages, career growth opportunities, and a generous benefits package that includes PTO (sick time, paid vacation), holidays, 401(k), Employee Assistance Program, medical, dental, vision, and life insurance.

What does a Customer Service Supervisor do?

The Customer Service Supervisor leads and supports call center teams by overseeing daily operations, managing schedules, and fostering a positive work environment. They ensure high-quality customer interactions, assist with escalations, and perform CSR duties as needed. The role includes identifying training needs, maintaining accurate documentation, and supporting employee development. Supervisors communicate updates clearly, collaborate across departments, and contribute to hiring, goal-setting, and cost management. They uphold compliance standards, drive process improvements, and champion technology innovations to enhance efficiency and customer experience.

Team Leadership & Supervision

• Lead and manage daily operations of the call center team, including scheduling, attendance, and ensuring compliance with company policies
• Foster a positive and collaborative work environment by promoting professionalism, resolving conflicts, and supporting team cohesion

Customer Service Excellence

• Support leadership in fostering a high-quality customer service environment by ensuring staff provide positive, professional, and cooperative support throughout the customer journey
• Manage daily communication channels and step in to perform CSR duties as needed, while responding promptly and professionally to complex or sensitive customer and employee situations

Training & Development

• Identify training needs and maintain accurate, up-to-date materials such as Quick Tips and Standard On-the-Job Training (SOJT) guides to support onboarding and ongoing learning
• Support talent growth through coaching, performance appraisals, and ensuring staff meet expectations for professionalism, accuracy, and compliance

Communication & Collaboration

• Ensure timely and clear communication of product and process updates to both internal and external stakeholders
• Collaborate across departments to enhance workflows, streamline communication, and implement effective corrective actions

Administrative & Strategic Support

• Assist with hiring, recognition, discipline, and resolving employee concerns while supporting goal setting, policy communication, and performance feedback
• Contribute to managing departmental expenses and help achieve KPIs and strategic objectives
• Participate in initiatives that enhance processes, customer experience, and overall organizational value

Compliance & Quality Assurance

• Use good judgment and common sense in all decision-making.
• Comply with company policies and safety guidelines.
• Support continuous improvement through corrective/preventative actions and customer complaint resolution.

Technology & Innovation

• Lead initiatives to implement AI-driven tools and automation within the call center to improve operational efficiency, reduce manual workload, and enhance customer experience.
• Advocate for continuous innovation by staying informed on emerging technologies and recommending scalable solutions that align with organizational goals.

Our ideal candidate will have:

• Strong multitasking and prioritization skills in a fast-paced environment, interpersonal skills
• Excellent communication, problem-solving, and data entry skills
• Proficiency in Microsoft Office, and experience in SAP
• Basic math proficiency and fluency in English
• High school diploma and at least two years’ experience in customer service or training—or an equivalent combination of education and experience

Additional Information:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 25 pounds at times
• Must be able to access all areas of the facility to determine needs
• Some travel required – must provide own transportation
• Occasional overnight travel required
• A post – offer drug screen and background check will be performed

FSLA Status: Salaried Exempt

Location: York, PA

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person