Sales Support Team Lead

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 p