Customer Care Hub Manager Jobs (NOW HIRING)

Job Summary:

Under general supervision, this position is responsible for achieving sales goals and ensuring operational excellence within all aspects of Hub fulfillment operations and delivery. This position emphasizes a customer-centered approach, with a mission to enhance the boating experience by delivering high-quality service and product expertise. West Marine values customer satisfaction, teamwork, and a safe, inclusive workplace, committed to being a Drug-Free and Equal Opportunity Employer.  

Supervisory Responsibilities:

• Drive sales growth by providing exceptional customer experiences and surpassing annual sales targets
• Coach and develop Crew Members to maintain high performance and a positive workplace culture
• Ensure a high-quality work environment that supports productivity and staff satisfaction
• Passion for coaching, mentoring, and growing Crew Members to support effective store operations
• Lead by example by actively engaging with customers to ensure their boating needs are met
• Strong ability to prioritize, plan, and adapt to drive results and meet business objectives
• Skilled in training Crew Members on handling diverse transactions to enhance customer checkout experiences
• Capable of overseeing Omni-Fulfillment operations to ensure seamless order processing and delivery
• Ensure the Hub and Crew reflect West Marine’s brand standards and service quality

Duties/Responsibilities:

Fulfillment Operations

• Collaborate with the PRO Market Team to expand and support the local customer base
• Partner with the Store Manager to schedule staff in alignment with business demand
• Oversee all OMNI orders for both in-store pickup and delivery
• Manage and prioritize orders using Sales Force
• Accurately execute order picking, packing, and shipping to meet service level agreements (SLAs) for all omni-channel orders 
• Coordinate transfers, special purchases, and ensure accuracy in stock management
• Maintain efficient methods for product selection and transfer to shipping areas to optimize time 
• Oversee customer returns according to SLAs and company policies 
• Monitor past-due orders and incoming product transfers
• Maintain clean, organized work areas to support order flow, ensuring tools and supplies are readily available
• Deliver excellent customer interactions, resolving issues to maintain satisfaction
• Train store staff to effectively support PRO customer business needs.

Fulfillment Delivery

• Drive sales by ensuring timely and accurate delivery of products to customers
• Verify utilization of Company provided technology and systems to execute and document all deliveries
• Provide quality delivery practices (i.e., timeliness, quality of package, safe handling) to customers when supplementing increased business demand
• Interact with Customers during deliveries and inform them of upcoming events and promotions  
• Oversee maintenance of vehicles to be clean (internally and externally), organized, fueled, and in a properly stored condition
• Ensure general maintenance/upkeep to ensure vehicles are operating properly and safely
• Communicate vehicle operating concerns, damage or malfunctions immediately to the Store Manager as they arise

Other Duties

• Assist customers with in-store purchases, product selection, and provide knowledgeable recommendations 
• Plan with the Store Manager to ensure adequate inventory levels while minimizing inventory shrinkage 
• Perform additional tasks as assigned to support Hub and/or Store operations 

Required Skills/Abilities:

• Exceptional verbal and written communication skills for effective customer and team interactions
• Outstanding customer service skills with a focus on creating a positive experience and building loyalty
• Proven sales abilities to drive growth and support business objectives
• High attention to detail with strong organizational abilities to manage tasks efficiently
• Ability to meet deadlines consistently, even in high-paced situations
• Strong analytical skills to identify issues and implement effective solutions
• Excellent supervisory skills to lead, motivate, and develop Crew Members
• Ability to prioritize tasks effectively and delegate as needed to ensure smooth operations
• Ability to perform well in a dynamic, sometimes high-stress setting, maintaining composure and efficiency 
• Proficient in Microsoft Office Suite or related software for managing daily tasks and reporting
• Ability to obtain and maintain Hazardous Materials Certification 
• Ability to obtain and maintain Forklift Operator Certification 

Education and Experience:

• High school diploma or equivalent required.
• Minimum of two years of relevant experience required.

Physical Requirements:

• Continuous standing and walking throughout the retail space 
• Occasional operation of a motor vehicle  
• Ability to wear and communicate through a headset continuously  
• Frequent climbing, bending, stooping, and twisting  
• Occasionally operate equipment, including forklifts 
• Must be able to lift up to 50 pounds to shoulder height unassisted frequently 

Other Requirements

• Must be at least 21 years old  
• Must maintain a valid driver’s license and satisfactory driving record  
• Willing to submit to a criminal background check, a pre-employment drug screen and DMV checks per the West Marine Driver Fleet Safety Program  
• Willing to work a varied shift based upon business needs, including nights, holidays and weekends 

West Marine offers a wide range of benefits, which include medical/dental/vision, various voluntary benefits, 401k, and paid time off. To view eligibility and additional information on these benefits, along with starting pay ranges for select states, please visit our benefits page at www.embbenefits.com/wm-home/. 

Join us at West Marine and help us provide the best boating experience for our customers!