Production Supervision - Inbound Support Team Leader

Inbound Support Team Leader
Reports To: Customer Service Manager
Direct Reports: Inbound Support Representatives

Job Purpose
The Team Leader, Inbound Support Services oversees the daily operations of the Inbound Support team, ensuring timely, accurate, and professional support for the Order Entry and Estimating groups.
As a working leader, this role balances hands-on operational responsibilities with team leadership, coaching, workload management, quality oversight, and issue resolution. The position works closely with cross-functional teams to support special orders, quote requests, EREQs, invoicing, credits, debits, and other customer service-related activities while driving service excellence and continuous improvement.
Key Responsibilities
Team Leadership & Work Coordination

Lead, coach, and support the Inbound Support team to achieve productivity, quality, accuracy, and service-level targets.
Coordinate daily workflow, prioritize incoming requests, and ensure work is assigned and completed efficiently.
Monitor workload, response times, and request queues, escalating issues and balancing resources as needed.
Provide guidance and support for complex requests, customer issues, and cross-functional challenges.


Coordinate workload coverage during employee absences, vacations, training, and periods of increased demand.

Operational Support

Support the processing and administration of special orders, quote requests, EREQs, invoicing, debit and credit requests, and related documentation.
Oversee incoming quote and work queues to ensure requests are completed accurately and within expected turnaround times.
Collaborate with Order Entry, Estimating, Production, Design, Sales, and Customer Service teams to resolve issues and support customer requirements.
Provide hands-on operational support during periods of high volume or limited team capacity.

Coaching, Quality & Continuous Improvement

Train and onboard team members while providing ongoing coaching, feedback, and performance support.
Ensure work is completed accurately and in accordance with established procedures and quality standards across the team.
Identify process gaps, workflow challenges, and training opportunities, and support initiatives that reduce work and improve service, turnaround times, efficiency, and communication.
Monitor department metrics and contribute to reporting and continuous improvement efforts.

Qualifications

Minimum Grade 12 education.
Post-secondary education is preferred.
Minimum one year of experience in a manufacturing environment.
Previous leadership or coaching experience is considered an asset.

Skills and Abilities Required

Proven ability to lead, coach, and motivate a team in a collaborative environment.
Strong organizational, prioritization, and workload management skills.
Effective problem-solving, decision-making, and conflict-resolution abilities.
Excellent verbal and written communication skills.
High attention to detail with a commitment to accuracy and quality.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency with Microsoft Office Suite and the ability to interpret product drawings.
Strong interpersonal skills with the ability to collaborate across departments and build effective working relationships.
Ability to handle confidential information with discretion and professionalism.
Commitment to teamwork, continuous improvement, and customer service excellence.