Retail Service Specialist

About the position

The Retail Service Specialist at O'Reilly Auto Parts plays a crucial role in supporting the Store Manager and Assistant Managers in various aspects of store operations, including sales, customer service, and maintaining store appearance. This full-time position is located at 9675 Mission Gorge Road, Santee, CA 92071, and offers a competitive pay range of $16.00 to $22.00 per hour. The Retail Service Specialist will also take on shift management responsibilities when the Assistant or Store Manager is unavailable, ensuring that the store runs smoothly and efficiently during those times. In this role, the Retail Service Specialist will lead the store team in delivering exceptional customer service to both retail and professional customers. This includes supervising customer service levels in the retail showroom and ensuring that team members effectively execute customer service programs such as Related Sales, Hi5, Rock the Call, Never Say No, and Rock the Lot. The Specialist will also be responsible for ensuring that the telephone is answered according to company policy and that all online orders, transfers, and special orders are processed promptly, with customers being informed of shipment arrivals as necessary. Additionally, the Retail Service Specialist will handle customer returns and exchanges, ensuring that these processes are conducted efficiently and courteously. This includes accurately issuing refunds and processing returned merchandise. The Specialist will also oversee the invoicing of all merchandise, including core charges and warranties, before products leave the store. Other responsibilities include communicating Zipline messages, delegating merchandising tasks, and ensuring that team members adhere to their work schedules. The position requires performing all store opening and closing duties, which involve day-end procedures, securing money and deposits, preparing bank deposits, and ensuring the safety and security of the store and its assets. The Retail Service Specialist will also be expected to perform any other duties as assigned by management, contributing to a collaborative and efficient work environment.

Responsibilities

• Support the Store Manager and Assistant Managers in sales, customer service, store appearance, and operations.
• Lead store team members in providing excellent customer service to retail and professional customers.
• Supervise customer service levels in the retail showroom and ensure team member execution on customer service programs.
• Ensure the telephone is answered according to company policy.
• Process buy online/ship to store, hub and store to store transfers, and DC add orders in a timely manner.
• Handle special orders and outside purchases efficiently using the electronic outside purchase order ledger.
• Process retail customer returns and exchanges accurately and efficiently.
• Ensure all merchandise is invoiced before leaving the store, including core charges and warranties.
• Communicate Zipline messages and delegate merchandising tasks to team members.
• Perform all store opening and closing duties, including verifying and securing money and deposits.

Requirements

• Strong communication skills
• Ability to obtain RSS Certification

Nice-to-haves

• Retail sales experience, preferably in auto parts
• Automotive systems and repair knowledge
• ASE Certification
• Fluency in multiple languages (Spanish is highly desired)

Benefits

• 401(k)
• Dental insurance
• Employee stock purchase plan
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement