Hub Manager

West Marine; Virginia Beach (VA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Voluntary benefits

401k

Paid time off

Job summary

West Marine is seeking a hands-on Hub Fulfillment Supervisor to drive sales and ensure operational excellence in all hub and store activities. You will lead a team, coordinate Omni-fulfillment orders, and partner with the Store Manager to align staffing with demand.

Your role emphasizes customer service, product knowledge, and safe, efficient operations while maintaining West Marine’s service standards across all channels.

Qualifications

• High school diploma or equivalent required.
• Minimum of two years of relevant experience required.
• Proven sales abilities to drive growth and achieve objectives.
• Exceptional verbal and written communication skills.

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.
• Oversee Omni-Fulfillment operations to ensure seamless order processing and delivery.
• Oversee all OMNI orders for in-store pickup and delivery.
• Coordinate transfers and ensure stock accuracy.
• Maintain clean, organized work areas to support order flow.
• Deliver excellent customer interactions and resolve issues to maintain satisfaction.

Skills

Exceptional communication

Customer service

Sales ability

Attention to detail

Meet deadlines

Analytical skills

Supervisory skills

Task prioritization

Microsoft Office

Hazardous Materials Certification

Forklift Operator Certification

Education

High school diploma or equivalent

2+ years of relevant experience

Tools

Microsoft Office

Job description

Undergeneralsupervision, this positionis responsible forachieving sales goals and ensuring operational excellencewithinall aspects ofHubfulfillmentoperationsand delivery.This position emphasizes a customer-centered approach, with a mission to enhance the boating experience by delivering high-quality service and productexpertise.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 tooptimizetime
• 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.
• Drive sales by ensuring timely and accurate delivery of products to customers
• Verify utilization of Companyprovidedtechnology and systems to execute and document all deliveries
• Provide quality delivery practices (i.e., timeliness, quality of package, safe handling) to customerswhen 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

• Assistcustomers with in-store purchases, product selection, and provide knowledgeable recommendations
• Plan with the Store Manager to ensure adequate inventory levels while minimizing inventory shrinkage
• Performadditionaltasks as assigned to support Huband/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,maintainingcomposure and efficiency
• Proficient in Microsoft Office Suite or related software for managing daily tasks and reporting
• Ability to obtain andmaintainHazardous Materials Certification
• Ability to obtain and maintainForkliftOperator 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
• Occasionallyoperateequipment, including forklifts
• Must be able tolift upto 50 pounds to shoulder height unassistedfrequently

Other Requirements

• Mustbe at least 21 years old
• Mustmaintaina valid driver’s license and satisfactory driving record
• Willingtosubmitto 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,holidaysand weekends

West Marine offers a wide range of benefits.

• medical/dental/vision
• various voluntary benefits
• 401k
• 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/.

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 notice from the Department of Labor.