Customer Service & Sales Support Team Leader

Job Description

Job Description

Customer Service Team Leader

Join our Dynamic Team

Overview

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.

Why join our team?

Build your career in a thriving industry

• 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.

Comprehensive Benefits Package

• 401(k) Program to secure your financial future
• Company-Paid Life Insurance
• Health, Dental, Vision, and Flexible Spending Insurance Plans
• Paid Holidays
• Paid Time Off (PTO)
• Employee Stock Ownership Program (ESOP)

Professional Development

• 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.

What you’ll do

• 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.

What you bring

Required Qualifications

Education & Experience

• 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; Associate or Bachelor’s degree in Business, Supply Chain, Operations Management, or related field preferred.

• Strong product knowledge of plywood grades, panel goods, hardwood plywood, laminates, veneers, cabinet hardware, and related building materials required.

Skills & Abilities

• 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.

Physical Requirements

• 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.

Pre-Employment Requirements

• Ability to pass pre-employment physical, drug screen, and background check

• Authorization to work in the United States

Preferred Qualifications

• 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.

Work Environment

• Office-based work environment supporting sales operations, customer service activities, and cross-functional collaboration.

• Frequent interaction with sales teams, purchasing, logistics, finance, marketing, IT, and operational departments.

• Fast-paced environment requiring strong organization, prioritization, responsiveness, and the ability to manage competing demands.

• Regular use of CRM platforms, ERP systems, sales software, and data analytics tools to monitor performance and manage operations.

• Occasional travel may be required to support sales operations initiatives, team collaboration, and business needs.

• Work may occasionally require responsiveness to customer requests outside standard business hours.

• Ability to work collaboratively across departments to resolve service issues, improve processes, and support company goals.

• Participation in meetings, presentations, forecasting discussions, and operational planning sessions with leadership and cross-functional teams.

About Our Companies

Parksite

Parksite is a premier sales, marketing, and distribution company serving the building industry with a focus on both interior and exterior products. We supply top fabricators and building material dealers with category-leading products for residential, commercial, and remodeling markets. Our unique marketplace niche is education. We identify products with distinctive applications and educate architects, builders, and designers on their value. This approach has made us an industry leader with each product line we represent. We combine marketing expertise and industry knowledge to create demand for our supplier business partners. We help build brands.

Atlantic Plywood Corporation (APC)

Since 1974, Atlantic Plywood Corporation has delivered the highest quality and best value to our customers. This philosophy has helped us grow into a regional industry leader, distributing a wide range of quality hardwood plywood and panel products throughout the Eastern United States. Our many satisfied customers know that Atlantic Plywood offers not only dependable products and services but also a convenient, cost-effective partnership that helps their business grow.

Career Growth Opportunities

• Opportunity to grow into senior sales leadership, customer service leadership, or regional operations leadership roles.

• Gain exposure to strategic planning, sales forecasting, inventory management, and operational decision-making across multiple departments.

• Develop leadership capabilities through coaching teams, improving processes, and driving measurable business results.

• Influence company-wide initiatives focused on improving customer experience, sales performance, and operational efficiency.

• Build a long-term career within an employee-owned company that values employee contributions and invests in professional success.

Ready to Build Your Future with Us?

Join a team where your hard work is recognized and rewarded. As a Parksite Associate, you'll gain valuable skills, work with quality products, and become part of an employee-owned company that invests in your success. We are Equal Opportunity Employers committed to building diverse and inclusive teams.

How to Apply

If you're ready to join a dynamic team in the wholesale building materials industry, we want to hear from you! Apply today and take the first step toward a rewarding career with growth potential.

Qualifications are a guide, not a checklist. If you think you can make an impact here, we want to hear your story.