Retail Service Lead - Customer Experience & Ops

O'Reilly Auto Parts; Waterford Charter Township (MI); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Competitive wages

401k with employer contributions

Medical, dental, vision insurance

Tuition assistance

Career growth opportunities

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 in the absence of supervision and encourages bilingual candidates.

Responsibilities cover leading teams, ensuring program execution, handling transfers, orders, returns, and invoicing. Strong communication and RSS certification readiness are valued.

Qualifications

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

Responsibilities

• Lead store team members in providing excellent customer service to retail and professional customers.
• Supervise the customer service levels on the retail showroom and ensure execution of service programs.
• Ensure telephone is answered according to company policy.
• Process buy online/ship to store, hub and store-to-store transfers, and DC add orders with timely updates to customers.
• Handle special orders and outside purchases efficiently and in line with procedures.
• Ensure retail returns and exchanges are processed accurately and refunds issued using correct payment methods.
• Invoice all merchandise, including core charges and warranties, before product leaves the store.
• Communicate Zipline messages and delegate merchandising tasks as assigned.
• Maintain adherence to posted work schedules; approve deviations with management and ensure proper clock-in/out.
• Perform store opening/closing duties, secure money/deposits, prepare bank deposits, secure building, arm/disarm alarms, and check delivery vehicles.
• 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 Managers in sales, customer service, store appearance, and operations. The role includes shift management in the absence of supervision and encourages bilingual candidates.

Responsibilities cover leading teams, ensuring program execution, handling transfers, orders, returns, and invoicing. Strong communication and RSS certification readiness are valued.