Customer Service Lead

Westin Group•Ontario, CA

13h

About The Position

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.

Requirements

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

Nice To Haves

2+ years of leadership or supervisory experience preferred

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
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