Sales Support Team Lead

Weston Forest; Toronto; On-site; CAD 64,000 - 72,000; Full time

Job summary

Weston Forest is seeking a Sales Support Team Lead in Toronto, ON, to coach, coordinate, and grow the Sales Support team while maintaining individual contributor responsibilities. This frontline leadership role strengthens operational capacity and drives consistency and responsiveness across the team.

You will guide Coordinators, manage workload, and escalate issues with sound judgment. A strong focus on customer service, process improvement, and collaboration with cross-functional partners is

Qualifications

• 2-4 years in a Sales Support, Customer Service, or Inside Sales role, with recent exposure to a team lead, supervisory, or mentorship capacity.
• Ideal step-up for someone who has moved into or is ready for their first leadership position.
• Demonstrated informal leadership, mentorship, or guidance to team members; hands-on order management, quoting, and customer account management.

Responsibilities

• Serve as the primary guidance and escalation point for Sales Support Coordinators.
• Monitor daily workload distribution and support task prioritization across the team.
• Act as the first contact for issues requiring judgment beyond the Coordinator level.
• Provide real-time support and problem resolution during peak periods or complex situations.
• Communicate team priorities, updates, and operational changes clearly and promptly.

Skills

Strong communicator

Tech-savvy

Operational leadership

Coaching

Customer focus

Clear communication

Problem solving

Organization

Commercial awareness

Adaptability

Education

Post-secondary education in Business or related field

Tools

Salesforce.com

TallyWorks

Great Plains

Job description

Employment Type: Full-Time, Permanent

Salary Range: $64,000 - $72,000 CAD (commensurate with experience)

Ready to take your first step into leadership? Join a growing, award-winning team where you’ll coach, coordinate, and grow.

The Sales Support Team Lead is a frontline leadership role within the Sales Support function at Weston Forest. Positioned between the Sales Support Coordinator and the Manager, Sales Support & Customer Experience, this role serves as the day-to-day operational anchor for the Sales Support team – the primary point of guidance for the team and the right hand of the Manager.

This role is not a pure management position. The Team Lead maintains individual contributor responsibilities while providing direction, coordination, and escalation support to the Coordinator team. The primary purpose is to strengthen the team’s operational capacity, improve consistency and responsiveness, and support the growth of team members – all while staying close to the work.

This is a role for someone ready to grow their leadership impact and develop alongside the team.

KEY ATTRIBUTES:

• Strong communicator – clear, professional, and effective across all levels of the organization
• Tech-savvy – comfortable learning new systems and applying AI tools to work smarter
• Operational leadership – drives day-to-day team performance, workflow balance, and execution quality
• Coaching and development – supports the growth of Coordinators through feedback and guidance
• Customer focus – models outstanding service standards for internal and external customers
• Clear communication – professional and effective across all levels of the organization
• Problem-solving – acts as the first escalation point and resolves issues with sound judgment
• Organization and accountability – detail-oriented, reliable, and consistent in follow-through
• Commercial awareness – understands how sales support activity connects to business outcomes
• Adaptability – comfortable managing competing priorities in a fast-paced, high-volume environment

KEY RESPONSIBILITIES:

• Serve as the primary point of guidance and escalation for Sales Support Coordinators
• Monitor daily workload distribution and support task prioritization across the team
• Act as the first point of contact for issues or situations requiring judgment beyond the Coordinator level
• Provide real-time support and problem resolution during peak periods or complex situations
• Communicate team priorities, updates, and operational changes clearly and promptly.

Coaching, Onboarding & Development

• Support the onboarding of new Coordinators, including training on systems (Salesforce, TallyWorks, Great Plains), processes, and service standards
• Provide in-the-moment coaching and constructive feedback to Coordinators on a regular basis
• Identify skill gaps or development opportunities within the team and share observations with the Manager
• Act as a role model by consistently demonstrating Weston Forest’s service standards and values

Process Oversight & Quality

• Monitor order entry, quoting, and customer communication for accuracy, completeness, and timeliness
• Identify recurring process gaps or inefficiencies and contribute to improvement initiatives
• Ensure adherence to established workflows, systems, and service standards across the team
• Support the Manager in documenting and updating standard operating procedures

Customer Service & Escalations

• Handle escalated customer inquiries, complaints, or service issues that require senior judgment
• Maintain strong working relationships with assigned customer accounts and internal sales partners
• Ensure escalations are resolved promptly, communicated clearly, and followed up on appropriately
• Serve as backup for Coordinator responsibilities during absences or high-volume periods
• Perform Sales Support Coordinator responsibilities for an assigned portion of the workload, including order entry, quoting, customer follow-up, and collections support
• Maintain up-to-date familiarity with Weston Forest’s product portfolio, inventory, and pricing
• Maintain and update customer records in Salesforce.com with accuracy and discipline
• Collaborate with Operations, Logistics, Accounts Receivable, and Accounts Payable to resolve issues and ensure smooth order execution

Reporting & Communication

• Provide the Manager with regular updates on team performance, workload, customer issues, and development observations
• Flag emerging risks – service failures, capacity issues, or process breakdowns – proactively and clearly
• Participate in team meetings, planning discussions, and cross-functional conversations as required

Qualifications & Requirements:

Experience

• 2-4 years in a Sales Support, Customer Service, or Inside Sales role, with recent exposure to a team lead, supervisory, or mentorship capacity (formal or informal)
• This is an ideal step-up role for someone who has recently moved into – or is ready to move into – their first leadership position.
• Demonstrated experience providing informal leadership, mentorship, or guidance to team membersHand‑on experience with order management, quoting, and customer account management
• Familiarity with Salesforce.com, TallyWorks, Great Plains, or equivalent CRM and ERP systems is an asset – training provided
• Experience in the building materials, lumber, or distribution industry is an asset, not a requirement

Education

• Post‑secondary education in Business, Commerce, or a related field preferred
• Equivalent combination of education and relevant work experience will be considered

Technical Proficiency

• Proficient in Microsoft Office (Word, Excel, Outlook)
• Experienced with CRM systems (Salesforce.com preferred) and order management platforms
• Comfortable with reporting, data entry, and ERP tools in a high‑volume environment
• Knowledge and effective use of AI tools (also highlighted as a key attribute above)

Core Competencies

• Operational Leadership & Team Coordination
• Coaching, Feedback & People Development
• Organization, Accuracy & Follow-Through
• Communication & Professionalism
• Problem Solving & Commercial Awareness

Weston Forest - "You'll Love Doing Business with Us"

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Who We Are

Weston Forest is more than a distributor and remanufacturer of lumber products - we are a trusted partner committed to empowering your success. With roots as a family business dating back to 1953, we have grown into a dynamic, award‑winning organization serving customers across North America. Our story is defined by trusted partnerships with industry leaders, national recognition as a top employer, and a deep passion for people, processes, and sustainable growth.

At Weston Forest, we specialize in lumber, panels, custom wood packaging, and specialty products, serving customers across North America and beyond. From construction and industrial applications to packaging and distribution, our diverse product lines support a wide range of industries.

But what truly sets us apart isn’t just what we deliver - it’s how we deliver it. Our team is known for reliability, creativity, and a relentless focus on solving problems for our customers. We believe in building strong partnerships based on trust, service, and innovation.

From our roots as a local lumber supplier to becoming one of North America’s leading distributors, Weston Forest has grown by living our values - every day, in everything we do.

We help our partners excel by focusing on three core pillars of our business:

• Build: We empower you to build with confidence, knowing that we’re providing you the right materials for your job. Our extensive inventory includes industrial hardwood and softwood lumber, versatile panel products, and specialty materials – truly, we’ve got it all.
• Package: We enable you to package smarter with custom designed solutions. We ensure your package is designed to protect, comply, and perform. From industrial crating to pallets, reels, and custom packaging, we bring a variety of packaging solutions to meet your precise needs.
• Deliver: We help you deliver efficiently with custom logistics solutions designed around your business. Through Weston360, our 3PL service, and robust inventory management programs, we streamline supply chain from end to end.

At Weston Forest, our Vision is simple: to be the right partner for our employees, customers, and suppliers. Collaboration is at the heart of everything we do - we focus on building lasting relationships rather than just completing transactions.

Our Mission is clear: as a trusted partner, our purpose is to anticipate and respond to stakeholder needs with impactful solutions. We are proactive in creating value, always seeking to meet challenges with integrity, innovation, and responsiveness.

Our Driving Force is empowering our people, customers, and suppliers by offering unique capabilities that go beyond products. Through our expertise, service, and technology, we create opportunities for success and growth across our networks.

Our values are the foundation of how we operate every day:

• People and Safety - results matter, but people matter more - and their safety comes first.
• Entrepreneurial spirit - always improving and innovating.
• Integrity - we do what we say.
• Growth - inspiring personal and professional development.
• Partner - your success is our success.
• Community - more than just a place to work.

Equal Opportunity Employer

Weston Forest Products, ("the Company"), is proud to be an equal opportunity employer. We are committed to an inclusive, barrier‑free recruitment process and work environment. Please advise Human Resources of any accommodations that are required. Any information regarding accommodation will be treated as confidential.