Customer Service & Sales Support Team Leader

Parksite•South Windsor, CT

3d•$90,000 - $95,000•Onsite

About The Position

Atlantic Plywood, a 100% employee-owned company, is seeking an experienced and results-driven Customer Service Team Leader to lead our customer service and inside sales operations. This role plays a critical part in delivering exceptional customer experiences, supporting revenue growth, and strengthening partnerships with millworkers, architectural woodworkers, distributors, contractors, and commercial accounts. The Customer Service Team Leader will oversee daily customer service and inside sales activities while serving as a technical and operational resource for customers, sales teams, and internal departments. The ideal candidate will bring strong leadership experience, deep product knowledge within hardwood plywood, laminates, veneers, cabinet hardware, and building materials, and the ability to coach a team while driving operational excellence. This position serves as the connection point between customers, field sales teams, inventory, purchasing, logistics, and operations assuring accurate pricing, smooth order execution, timely resolutions, and a high level of customer satisfaction.

Requirements

3–5+ years of inside sales, customer service leadership, or sales operations management experience within the building products, wholesale lumber, panel/plywood manufacturing, or distribution industry required.
High School Diploma required
Strong product knowledge of plywood grades, panel goods, hardwood plywood, laminates, veneers, cabinet hardware, and related building materials required.
Proven ability to lead, coach, motivate, and develop customer-facing teams while achieving measurable performance outcomes.
Strong understanding of sales strategies, customer relationship management, and the ability to communicate plans and execute initiatives effectively.
Advanced analytical skills with the ability to interpret data, identify trends, improve processes, and drive results.
Exceptional organizational skills with strong attention to detail when managing customer orders, forecasting, reporting, and operational priorities.
Strong problem-solving and conflict resolution skills with the ability to address customer concerns and operational challenges quickly and professionally.
Excellent verbal and written communication skills with the ability to present information, negotiate terms, provide quotes, and resolve conflicts diplomatically.
Ability to manage multiple priorities, shifting demands, and evolving business needs in a fast-paced environment.
Strong customer service mindset with the ability to build relationships with internal teams, customers, and external partners.
Ability to work independently while collaborating effectively across departments.
Strong presentation skills with the ability to communicate information effectively to both small and large groups.
Proficiency with Microsoft Office, including creating presentations, analyzing data, and reporting performance metrics.
Experience using CRM platforms such as Salesforce or similar sales performance management tools.
Experience working with ERP systems such as SAP, Infor, or Agility.
Ability to work at a computer and utilize Microsoft Office, ERP systems, CRM platforms, and other business software for extended periods.
Ability to communicate clearly and effectively during meetings, presentations, customer discussions, and collaborative team discussions.
Ability to travel occasionally as required to support business initiatives, team collaboration, and operational alignment.
Ability to pass pre-employment physical, drug screen, and background check
Authorization to work in the United States

Nice To Haves

Associate or Bachelor’s degree in Business, Supply Chain, Operations Management, or related field preferred.
Bachelor’s degree in Business, Sales, Operations Management, Supply Chain, or a related discipline.
Experience managing or leading inside sales teams and improving team performance through coaching, development, and process improvement.
Experience with sales forecasting, sales performance metrics, inventory analytics, and operational reporting.
Experience collaborating with logistics, purchasing, supply chain, finance, and sales teams to improve efficiency and customer satisfaction.

Responsibilities

Lead, mentor, train, and develop a team of Inside Sales Representatives and Customer Service Representatives while establishing expectations for performance, service quality, and operational excellence.
Establish and monitor team performance metrics, key performance indicators (KPIs), service standards, and accountability measures to improve customer satisfaction and business outcomes.
Oversee daily inside sales operations including quote generation, order processing, pricing support, customer inquiries, and account management activities.
Monitor order entry accuracy, turnaround times, fulfillment processes, and customer satisfaction levels to ensure efficient execution from initial inquiry through final delivery.
Serve as the escalation point for complex customer concerns including inventory shortages, delivery delays, product quality claims, pricing challenges, and order-related issues.
Collaborate with Outside Sales teams to support account growth, cross-sell building products, strengthen customer relationships, and reactivate dormant accounts.
Utilize knowledge of market trends, lumber and panel pricing dynamics, supply chain conditions, and customer needs to support pricing strategies and customer expectations.
Provide technical product guidance on hardwood plywood, softwood plywood, MDF, engineered wood, particleboard, veneers, laminates, cabinet hardware, and related building materials.
Advise customers on product selection, grades, dimensions, specifications, alternative solutions, and specialized applications to ensure the right product fit.
Partner with Purchasing and Inventory teams to maintain appropriate stock levels of high-demand plywood, panels, and related products.
Analyze sales data, forecasting information, and operational performance metrics to identify opportunities for improvement and support business decisions.
Work collaboratively with logistics, purchasing, finance, marketing, IT, and sales teams to resolve challenges and improve processes.
Utilize ERP systems, CRM platforms, Microsoft Office tools, and sales performance software to manage operations, analyze information, and support customer success.