Customer Service & Sales Support Team Leader

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Regular Full Time Full-Time South Windsor, CT, US

Salary Range: $90,000.00 To $95,000.00 Annually

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 mill workers, 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.

• Play a key leadership role where your expertise directly impacts customer satisfaction, revenue growth, sales success, and operational efficiency within a growing employee-owned company.
• Lead and develop a talented customer service team while creating processes, improving performance metrics, and building a culture focused on accountability, collaboration, and continuous improvement.
• Partner across sales, logistics, purchasing, marketing, finance, and IT teams to influence strategic initiatives, improve customer experiences, and drive business results through data, forecasting, and analytics.

• Expand your leadership skills by coaching, mentoring, and developing a team of Inside Sales Representatives and Customer Service Representatives in a fast-paced business environment.
• Gain valuable exposure to sales strategy, forecasting, analytics, inventory management, and operational planning while working closely with cross-functional business leaders.
• Build expertise within the wholesale building materials industry while developing opportunities for future growth into senior sales leadership or regional operations leadership roles.

• 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.

• 3–5+ years of inside sales, customer service leadership, or sales operations management experience within the building products, wholesale lumber, panel/plywood…