Retail Service Lead: Customer Experience & Shift Manager

3M HEALTHCARE; Colorado Springs (CO); On-site; USD 2,088,441 - 3,030,720; Full time

Benefits offered by this job

PTO

Stock 401k with Employer Contributions

Medical, Dental, Vision Insurance

Wellbeing programs

Tuition assistance

Career growth

Job summary

O’Reilly Auto Parts is seeking a Retail Service Specialist to support store leadership in sales, customer service, store appearance, and operations. The role will also assume shift management in the absence of store leadership. Bilingual candidates are encouraged to apply.

Key duties include supervising customer service levels, ensuring timely processing of orders and transfers, handling returns, invoicing merchandise, and managing opening/closing procedures in line with company policy.

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 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 all merchandise, including core charges and warranties, are invoiced before product leaves the store.
• Ensure that Zipline messages are communicated and Image Maker and merchandising tasks are delegated and completed as assigned.
• Ensure team members are adhering to the posted work schedule; changes/deviations are being approved by a member of management, and team members are clocking in/out according to company policy.
• Perform all store opening/closing duties, including performing day end procedures, verifying/securing money/deposits according to company policy, preparing bank deposits as needed, ensuring all night security lights are on, locking doors and securing building, arming/disarming security alarms, and checking/securing/locking delivery vehicle(s) parked in secure designated area.
• All other duties as assigned.

Skills

Strong communication

RSS Certification

Job description

O’Reilly Auto Parts is seeking a Retail Service Specialist to support store leadership in sales, customer service, store appearance, and operations. The role will also assume shift management in the absence of store leadership. Bilingual candidates are encouraged to apply.

Key duties include supervising customer service levels, ensuring timely processing of orders and transfers, handling returns, invoicing merchandise, and managing opening/closing procedures in line with company policy.