Westin Group
Customer Service Lead
Full Time • Ontario, California
Responsive recruiter
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Position Overview
We are seeking a sharp, energetic, and solutions-driven leader to oversee a small team of Customer Service Associates. This role is responsible for mastering all aspects of customer service across multiple e-commerce marketplaces and wholesale channels, ensuring a consistent, high-quality customer experience across all touchpoints.
We are seeking a sharp, energetic, and solutions-driven leader to oversee a small team of Customer Service Associates. This role is responsible for mastering all aspects of customer service across multiple e-commerce marketplaces and wholesale channels, ensuring a consistent, high-quality customer experience across all touchpoints.
The ideal candidate will serve as both a hands-on leader and a subject matter expert, with deep knowledge of product components across our furniture lines. This individual will develop clear guidelines, standards, and processes that elevate team performance and support both direct-to-consumer and wholesale partner relationships.
We’re building a team of driven, high-performing professionals within a growing furniture company, and this role is key to shaping that foundation.
Supervisory Responsibilities
- Monitor and audit phone, email, chat, marketplace, and wholesale partner interactions to ensure quality, consistency, and adherence to company standards
- Train, coach, and develop Customer Service Representatives across performance metrics, product knowledge, and communication skills for both e-commerce and wholesale support
- Provide regular feedback and insights to leadership on team performance, customer trends, and wholesale partner feedback
- Conduct performance evaluations and support recruiting, interviewing, and onboarding of new team members
- Develop and maintain customer service policies, SOPs, and best practices across all sales channels
- Oversee team productivity, accuracy, and overall quality of work
- Make customer-focused decisions that align with company goals, brand standards, and wholesale partner expectations
Customer Service Responsibilities
- Provide direct support to customers and wholesale partners across e-commerce platforms, email, chat, and phone
- Act as escalation point for complex or sensitive customer and wholesale account issues
- Manage returns, replacement parts, damage claims, and general inquiries for both individual customers and wholesale accounts
- Accurately process customer and partner requests, resolving issues in a timely and professional manner
- Research and coordinate replacement parts and order resolutions across all channels
- Track order status and communicate updates clearly to customers and wholesale partners
- Handle complaints with professionalism, offering effective solutions and alternatives
- File and manage damage claims with carriers
- Perform additional duties as needed to support customer satisfaction and operational efficiency
Qualifications
- 2+ years of leadership or supervisory experience preferred
- 3+ years of customer service experience, ideally within e-commerce and/or wholesale environments
- Strong understanding of online marketplaces and wholesale account management
- Experience with customer service platforms such as eDesk or Zendesk
- Proficient in Microsoft Office and general business systems
- Strong organizational and email management skills
- Detail-oriented with a focus on accuracy and quality
- Excellent verbal and written communication skills
Compensation: $24.00 - $27.00 per hour
(if you already have a resume on Indeed)