Hub Associate

Job Description

Job Summary:

Under general supervision, this position is responsible for focusing on supporting Hub 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:

• 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

• Accurately execute order picking, packing, and shipping to meet service level agreements (SLAs)

for all omni-channel orders

• Loads vehicle to support routing sequence; Use routing apps (if applicable) to deliver product

• Drive responsibly as you are representing the company and our brand

• Provide quality delivery practices (i.e., timeliness, quality of package, safe handling) to Customer

• Carry out any transfers from Stores and hubs within their route

• Interact with Customers during deliveries and inform them of upcoming events and promotions

• Process Customer returns efficiently and accurately

• 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

• Assist customers with in-store purchases, product selection, and provide knowledgeable

recommendations

• Support restocking efforts and product placement within the store

• Willingness to work a varied schedule, including nights, weekends, and holidays, based on

business needs

• Perform additional tasks as assigned to support Hub and/or retail 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.

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

Full-time