Job Summary:
Under limited supervision, this position is responsible for focusing on supporting Hub fulfillment operations and maintaining functionality in the absence of the Hub Manager. 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.
Duties/Responsibilities:
Fulfillment Delivery
- Collaborate with the Hub Manager to prioritize, process, and fulfill customer orders efficiently
- Communicate with customers and managers, helping to ensure an excellent shopping experience
- Loads vehicle to support routing sequence; use routing apps to deliver and pickup product
- Provide quality delivery practices (i.e., timeliness, quality of package, safe handling) to customers
- Utilize Company provided technology to document all deliveries
- Drive responsibly to properly represent the company and our brand
- Carry out any transfers from Stores and Hubs within their route
- Interact with Customers during deliveries and inform them of upcoming events and promotions
- Maintain 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 Hub Manager as they arise
Fulfillment Operations
- Accurately execute order picking, packing, and shipping to meet service level agreements (SLAs) for all omni-channel orders
- Use efficient methods for product selection and transfer to shipping areas to optimize time
- Handle customer returns according to SLAs and company policies
- Keep the shipping station neat, clean, and well-organized always
- Replenish packing and shipping supplies daily to ensure smooth operation
- Identify and escalate any bottlenecks or challenges in the fulfillment process to the Hub Manager
Other Duties
- Assist customers with in-store purchases, product selection, and provide knowledgeable recommendations
- Support restocking efforts and product placement within the Store
- Perform additional tasks as assigned to support Hub and/or Store operations
Required Skills/Abilities:
- Exceptional verbal and written communication skills for clear, professional interactions
- Strong interpersonal skills, delivering excellent customer service and product knowledge to foster positive customer experiences
- High attention to detail and strong organizational abilities to manage tasks efficiently
- Proven ability to prioritize and meet deadlines, even in high-demand situations
- Solid analytical skills to identify issues and find effective solutions
- Ability to perform well in a dynamic, sometimes high-stress setting, maintaining composure and efficiency
- 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.
Physical Requirements:
- Continuous standing and walking throughout the retail space
- Continuous 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 unscheduled overtime
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/ (http://www.embbenefits.com/wm-home/).
Join us at West Marine and help us provide the best boating experience for our customers!
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
