Retail Service Lead - Customer Experience & Ops

O'Reilly Auto Parts; Norwalk (CT); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive Wages & Paid Time Off

Stock Purchase Plan & 401k with…

Medical, Dental, & Vision Insurance

Team Member Health/Wellbeing Programs

Tuition Educational Assistance

Opportunities for Career Growth

Job summary

O’Reilly Auto Parts is seeking a Retail Service Specialist to support Store Managers in sales, customer service, store appearance, and operations. The role includes shift management when leadership is absent and encourages bilingual applicants.

Responsibilities include leading staff in customer service, handling store operations, processing orders, returns, invoicing, and ensuring security and compliance. This position offers growth within a large auto parts retailer.

Qualifications

• Strong communication skills.
• Ability to obtain RSS Certification.
• Retail sales experience, preferably in auto parts.
• Automotive systems and repair knowledge.
• ASE Certification.
• Fluency in multiple languages (Spanish is highly desired).

Responsibilities

• Lead store team members in providing excellent customer service to retail and professional customers.
• Supervise the customer service levels in the retail showroom and ensure team execution on service programs.
• Ensure telephone is answered according to policy.
• Process buy online/ship to store, transfers, and DC add orders in a timely manner; contact customers on shipment arrivals.
• Handle special orders and outside purchases efficiently per procedure.
• Process returns and exchanges, issue refunds using correct methods, and stage returns properly.
• Invoice all merchandise, including core charges and warranties, before product leaves the store.
• Communicate Zipline messages and delegate merchandising tasks as assigned.
• Monitor schedule adherence; approve deviations and ensure proper clock-in/out.
• Perform opening/closing duties, day-end procedures, deposits, and security checks.
• All other duties as assigned.

Skills

Strong communication skills

Ability to obtain RSS Certification

Education

ASE Certification

Job description

O’Reilly Auto Parts is seeking a Retail Service Specialist to support Store Managers in sales, customer service, store appearance, and operations. The role includes shift management when leadership is absent and encourages bilingual applicants.

Responsibilities include leading staff in customer service, handling store operations, processing orders, returns, invoicing, and ensuring security and compliance. This position offers growth within a large auto parts retailer.