Retail Service Lead: Customer Experience & Ops

O'Reilly Auto Parts; Wrens (GA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive wages

401(k) with employer contributions on/

Health, dental, and 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, service, appearance, and operations. The role may assume shift management in the absence of store leadership and encourages bilingual candidates.

Key duties include leading a team to deliver exceptional service, managing showroom customer service programs, handling BOPIS and transfers, and ensuring accurate invoicing and returns. Strong communication and adaptability are essential.

Qualifications

• Strong communication skills required.
• Ability to obtain RSS Certification.
• Fluency in multiple languages (Spanish highly desired).

Responsibilities

• Lead store team members in providing excellent customer service to retail and professional customers.
• Supervise the customer service levels on the retail showroom including execution of customer 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; contact customers on shipment arrivals as needed.
• Handle special orders and outside purchases efficiently per procedure.
• Process returns and exchanges; issue refunds with correct payment methods; stage merchandise appropriately.
• Ensure all merchandise including core charges and warranties are invoiced before leaving the store.
• Communicate Zipline messages and delegate merchandising tasks as assigned.
• Ensure adherence to posted work schedules and proper clock-in/out procedures; perform opening/closing duties and day-end procedures.
• Perform other duties as assigned.

Skills

Strong communication skills

RSS Certification

Spanish language desirable

Job description

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

Key duties include leading a team to deliver exceptional service, managing showroom customer service programs, handling BOPIS and transfers, and ensuring accurate invoicing and returns. Strong communication and adaptability are essential.