Retail Service Lead — Customer Experience & Ops

O'Reilly Auto Parts; Twin Lakes (WI); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Competitive Wages

Paid Time Off

Stock Purchase Plan & 401k

Medical, Dental, Vision Insurance

Tuition Educational Assistance

Career Growth Opportunities

Job summary

O’Reilly Auto Parts is seeking a Retail Service Specialist to support Store Manager and Assistant Managers in sales, customer service, store appearance, and operations. The role may assume shift management in absence of leadership and encourages bilingual applicants.

Key duties include leading a team to deliver exceptional customer service, overseeing service programs, processing orders and transfers, and ensuring proper cash handling and security procedures.

Qualifications

• Excellent customer service and communication skills.
• RSS Certification required.
• Bilingual candidates encouraged to apply.

Responsibilities

• Lead store team members in providing excellent customer service to retail and professional customers.
• Supervise customer service levels on the retail showroom to implement service programs (Related sales, Hi5, Rock the Call, Never Say No, Rock the Lot).
• Ensure telephone is answered according to company policy.
• Process buy online/ship to store, hub and store-to-store transfers, and DC add orders; contact customers on shipment arrivals as needed.
• Handle special orders and outside purchases per procedure using the electronic outside purchase ledger.
• Process customer returns and exchanges promptly; issue refunds using correct payment methods; stage returned merchandise.
• Ensure merchandise is invoiced before product leaves the store.
• Communicate Zipline messages and delegate Image Maker and merchandising tasks as assigned.
• Ensure adherence to posted work schedule; clock in/out per policy; manage day end procedures and cash handling per policy.
• Perform all opening/closing duties and secure the store, deposits and security systems.
• All other duties as assigned.

Skills

Strong communication skills

RSS Certification

Job description

O’Reilly Auto Parts is seeking a Retail Service Specialist to support Store Manager and Assistant Managers in sales, customer service, store appearance, and operations. The role may assume shift management in absence of leadership and encourages bilingual applicants.

Key duties include leading a team to deliver exceptional customer service, overseeing service programs, processing orders and transfers, and ensuring proper cash handling and security procedures.