The Shared Services Team Lead is a player/coach responsible for leading a team of program coordinators who manage sales order entry, purchase orders, quoting, and customer service. This role ensures SLAs are consistently met across all support functions by monitoring workloads, resolving escalations, and collaborating with vendors, sales partners, and internal teams. The Team Lead coaches and develops their team through ongoing feedback, performance management, and process improvements, working closely with the Account Services Manager to deliver efficient, high-quality program support at scale.

Essential Functions

Team Leadership & Development

• Directly oversee Shared Services Coordinators, serving as the first line of escalation for complex or urgent SO, PO, quoting, and customer service issues.

• Coach, mentor, and support team members through regular feedback, one-on-ones, and performance management.

• Partner with the Account Services Manager on hiring, onboarding, and training new staff.

• Reinforce SOPs and best practices to improve accuracy, efficiency, and SLA adherence.

• Function as a mentor and coach to shared service team members.

• Participate in team member performance management, including PIPs and annual reviews.

Execution & SLA Management

• Monitor daily volumes across SO entry, PO management, quoting, and customer service tickets, balancing workloads to consistently achieve SLAs.

• Collaborate with Account Services Manager to resolve discrepancies or issues at hand.

• Support follow-through of orders to ensure timely delivery and strong client satisfaction.

• Provide backup support for team members in cases of absence, heavy work-flow, or late call-ins, performing all Shared Service team member functions as needed.

• Review orders, verify details, facilitate order proofing, track statuses, and ensure orders are shipped and arrive as scheduled.

• Maintain and run weekly open-order and overdue order reports, assigning help where needed and closing outstanding orders.

Operational & Administrative Duties

• Effectively collaborate with management on weekly support assignments to ensure all shifts are covered.

• Assist immediate team members when not on a coverage assignment.

• Maintain PTO calendar, send weekly coverage assignment emails, and approve/deny time off for Program Order Coordinators & Specialists.

Continuous Improvement

• Assist the Account Services Manager in identifying opportunities to refine processes, systems, and workflows across SO, PO, quoting, and service functions.

• Contribute insights to team-wide initiatives that enhance efficiency, service levels, and scalability.

Job Specifications

• Promotional products industry preferred
• Strong customer service, mathematical, and analytical skills
• Quick learner, with strong organizational and time management skills, as well as attention to detail
• Ability to effectively communicate with others both written and verbally
• Intermediate computer skills and knowledge of Microsoft Office programs (incl. Outlook, Word, Excel)
• Must be Windows PC proficient
• Knowledge of NetSuite and Portal preferred
• Ability to work in a fast-paced constantly changing environment and meet tight deadlines

Benefits & Perks

• Medical, dental and vision insurance

• Paid vacation, sick, and personal time
• 401(k) with matching

About Boundless

It’s an exciting time of growth and development at Boundless, as we are acquiring other like-minded branded merchandise distributors while remaining steadfast in our commitment to providing excellent customer and employee service on an evolving technology stack. We are proud of our enviable culture built on strong core values, a pioneering mindset, a people-first mentality, and a fun yet high-achieving work environment that celebrates each other’s wins. We also offer full comprehensive health care benefits, paid vacation, and matching 401k.

Boundless has been recognized in:

- Inc. 5000’s List of America’s Fastest Growing Companies

- 2025 PPAI Best Places to Work

- Top 20 ASI and PPAI Distributor

At Boundless we welcome all applicants regardless of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences.