Retail Service Lead - Customer Experience & Ops

O'Reilly Auto Parts; Gorham (ME); On-site; USD 2,080,000 - 2,686,000; Full time

Benefits offered by this job

Competitive wages

Paid time off

401k starting day one

Health insurance

Dental insurance

Vision insurance

Flexible spending account

Tuition assistance

Career growth

Job summary

O’Reilly Auto Parts is seeking a Retail Service Specialist to support the Store Manager and Assistant Managers in sales, customer service, store appearance and operations, with occasional shift management responsibilities.

The role focuses on leading a store team to deliver outstanding service to retail and professional customers, maintaining policy-compliant phone handling, timely order processing, and accurate merchandising and invoicing.

Qualifications

• Strong communication skills.
• Ability to obtain RSS Certification.

Responsibilities

• Lead store team in providing excellent customer service to retail and professional customers.
• Supervise the customer service levels on the retail showroom to include team member execution on customer service programs (Related sales, Hi5, Rock the Call, Never Say No, Rock the Lot, etc…).
• Ensure telephone is answered according to company policy.
• Ensure all buy online/ship to store, hub and store to store transfers, and DC add orders are processed in a timely manner and customers are contacted upon shipment arrivals as needed.
• Ensure special orders and outside purchases are handled efficiently and according to procedure, utilizing electronic outside purchase order ledger.
• Ensure retail customer returns and exchanges are processed in an efficient and friendly manner, refunds are issued accurately using the correct payment methods, and returned merchandise is processed or staged in the returns area correctly.
• Ensure that Zipline messages are communicated and Image Maker and merchandising tasks are delegated and completed as assigned.
• All other duties as assigned.

Skills

Strong communication

Multilingual

RSS Certification

Education

ASE Certification

Job description

O’Reilly Auto Parts is seeking a Retail Service Specialist to support the Store Manager and Assistant Managers in sales, customer service, store appearance and operations, with occasional shift management responsibilities.

The role focuses on leading a store team to deliver outstanding service to retail and professional customers, maintaining policy-compliant phone handling, timely order processing, and accurate merchandising and invoicing.