Retail Service Lead — Customer Experience & Store Ops

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

Job summary

O’Reilly Auto Parts is seeking a Retail Service Specialist to support the Store Manager and Assistant Managers in sales, customer service, store appearance, and store operations. This role will assume shift management responsibilities when the Assistant or Store Manager is absent.

Bilingual candidates are encouraged to apply. Responsibilities include leading a team to deliver exceptional customer service, supervising showroom service levels, coordinating transfers and orders, handling returns

Qualifications

• Strong communication skills
• Ability to obtain RSS Certification
• Bilingual candidates encouraged to apply

Responsibilities

• Lead store team 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 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 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

Communication skills

RSS Certification

Job description

O’Reilly Auto Parts is seeking a Retail Service Specialist to support the Store Manager and Assistant Managers in sales, customer service, store appearance, and store operations. This role will assume shift management responsibilities when the Assistant or Store Manager is absent.

Bilingual candidates are encouraged to apply. Responsibilities include leading a team to deliver exceptional customer service, supervising showroom service levels, coordinating transfers and orders, handling returns