Westland Distributing is currently hiring for the position of E-Commerce Customer Service Manager (CSM) for our Mobile Home Outfitters brand. This role is focused on delivering best-in-class customer service for our online retail customer base and will report to the Director of E-Commerce and Technology.

The right candidate for this role will have experience in managing and scaling efficient e-commerce customer service teams. They should have experience developing an effective ticketing software solution fully equipped with appropriate response templates, auto-responders, and FAQ resources. They should also demonstrate strong analytical skills using tools like Microsoft Excel to report on KPIs and evaluate business unit performance.

A successful candidate will persistently strive to find new business opportunities, build and grow relationships with key customers, and possess an “ownership mentality” – always looking for new ways to add value and grow the business unit.

Lastly, the right candidate is someone who demonstrates consistent optimism, turns challenges into opportunities, and who strives to influence others with positivity.

Primary Duties & Responsibilities:

• Manage customer service team to support our Mobile Home Outfitters e-commerce website (as well as future websites/sales channels)
• Collaborate with leadership to develop KPI’s for the Customer Service Team and ensure performance against them
• Develop and implement new hire onboarding and training program for CSR
• Implement a new ticketing system that will improve employee efficiency and effectively support business unit growth
• Implement web chat support
• Define and execute AI strategy for CS department
• Execute the lead role on the Customer Service Team
  • Responding to incoming tickets and phone calls
  • Growing relationships with key customers
  • Final authority for issue resolution
• Ensure the highest level of customer service while protecting business unit profitability
• Develop methodology to effectively support both business and retail customers on the Mobile Home Outfitters website
• Work with internal teams to ensure on-time order fulfillment

Required Experience:

The right candidate will possess a high level of aptitude (demonstrated by previous career experience) in the following areas:

• Proven working experience in a customer service team management role
• Excellent Verbal and Written Communication Skills: This role requires frequent communication with both external customers and internal team members. Excellent email and phone communication skills and etiquette are a must.
• Experience working with remote teams – we operate a network of fulfillment centers across the country. The right candidate will be experienced in communicating well and building rock-solid relationships within remote teams.
• Experience in implementing efficient customer service systems and processes to support a growing business
• Demonstrate a strong working knowledge of Microsoft Office Applications – specifically Microsoft Excel
• Experience implementing Zendesk, Freshdesk, Re:Amaze, or other customer service ticket management application
• Experience developing and managing KPI’s for customer service teams

40 Hours/Week - 8-Hour Shift (Monday-Friday)

Full-Time

701 N Osage St Suite 110
Denver, CO 80204

Westland Distributing is a well-established wholesale distribution company and leader in the Manufactured Home parts industry. We are currently looking for a Warehouse Worker / Delivery Driver to help us drive growth in our Phoenix, AZ Branch through supporting efficient operations and providing outstanding service to our customers. 

 The Warehouse Worker / Delivery Driver role is focused on ensuring we consistently meet customer expectations through accurate pulling, packing and shipping of product and ensuring timely delivery of product while completing delivery routes. Warehouse or Driver experience is a must, forklift certified is a plus. This is a hands-on position with direct interaction with customers, vendors and other employees. The amount of time spent in the warehouse versus driving will vary based on the needs of the business.

 The ideal candidate is hungry, looking to grow their career and shares our core values of delivering outstanding service, knowing our stuff, hustling daily, working as a team, creating solutions and hunting for wins. We offer a fun and friendly business environment, competitive wages, health benefits, vacation, sick leave and 401K. In addition to these benefits you will have career growth opportunities and on the job training. 

Primary Duties & Responsibilities:

General Job Duties

• Unloading vendor deliveries by hand and using a forklift for placement in designated locations within the warehouse
• Pulling, packing and staging of product for shipment or customer pickup
• Loading Westland delivery trucks by hand and using a forklift
• Moving inventory and maintaining a clean and safe warehouse environment
• Using a computer to print out and enter shipping and inventory information
• Driving a panel van, stake bed or box truck to execute customer deliveries throughout Northern California
• Offloading product at customer sites during delivery runs
• Pulling orders for customers from within the warehouse for in person pickup
• Interacting with customers in a pleasant and supportive manner
• Special projects within the warehouse as needed

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Vacation and Sick Time
• Short Term & Long Term Disability
• 401K with Company Match

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

40 hours/week

Full-Time

$20.00 to 22.00 Hourly

1919 East University Drive
Phoenix, AZ 85034