Sales Support Team Lead
Weston Forest Products – Mississauga, Ontario
Location: 7600 Torbram Rd, Mississauga, ON L4T 3L8 (On-Site)
Employment Type: Full-Time, Permanent
Reports To: Manager, Sales Support & Customer Experience
Salary Range: $64,000 – $72,000 CAD (commensurate with experience)
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 who has earned credibility through doing the job well and is ready to multiply that impact through others.
KEY ATTRIBUTES:
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:
Team Leadership & Day-to-Day Coordination
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
Sales Support Execution
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
2–5 years of experience in a Sales Support, Customer Service, or Inside Sales role, preferably in a distribution, manufacturing, or industrial environment
Demonstrated experience providing informal leadership, mentorship, or guidance to team members
Hands-on experience with order management, quoting, and customer account management
Prior experience with Salesforce.com, TallyWorks, Great Plains, or equivalent CRM and ERP systems is a strong asset
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
Core Competencies
Operational Leadership & Team Coordination
Coaching, Feedback & People Development
Customer Service & Escalation Management
Organization, Accuracy & Follow-Through
Communication & Professionalism
Problem Solving & Commercial Awareness
Working Conditions, Effort & Environment
Work Conditions:
Full-time, onsite role based at the Torbram facility
Standard business hours; flexibility may be required during peak periods, month-end, or to accommodate team absences
Physical Environment:
Physical Effort:
Mental Effort:
Requires sustained attention to detail, follow-up, and the ability to manage competing priorities under time constraints
Regular multitasking and sound judgment in a fast-paced, high-volume environment
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.
Partnership – your success is our success.
Community – more than just a place to work.
Weston Forest. Trusted products. Trusted people. Trusted partner.
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.
