Shift Lead, Retail Service & Customer Experience

O'Reilly Auto Parts; North Attleborough (MA); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Competitive Wages

Paid Time Off

Stock Purchase Plan & 401k starting on

Medical, Dental, & Vision Insurance

Tuition Educational Assistance

Job summary

O’Reilly Auto Parts in MA is seeking a Retail Service Specialist to support store management in sales, customer service, and store operations. You will assume shift management duties in the absence of managers and help ensure a high standard of store presentation and service.

The role emphasizes leading by example, coordinating team members, and delivering outstanding customer experiences across retail and professional customers, with bilingual candidates encouraged to apply.

Qualifications

• Strong communication skills.
• Ability to obtain RSS Certification.
• Retail sales experience, preferably in auto parts.
• Automotive systems and repair knowledge.
• ASE Certification.
• Fluency in multiple languages (Spanish is 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 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 skills

Ability to obtain RSS Certification

Job description

O’Reilly Auto Parts in MA is seeking a Retail Service Specialist to support store management in sales, customer service, and store operations. You will assume shift management duties in the absence of managers and help ensure a high standard of store presentation and service.

The role emphasizes leading by example, coordinating team members, and delivering outstanding customer experiences across retail and professional customers, with bilingual candidates encouraged to apply.