Retail Service Specialist

O'Reilly Auto Parts - Lenoir, NC

Full-time - Entry Level

Onsite - Lenoir, NC

Motor Vehicle and Parts Dealers

About the position

The Retail Service Specialist will play a crucial role in supporting the Store Manager and Assistant Managers in various aspects of store operations, including sales, customer service, and maintaining the store's appearance. This position is essential for ensuring that the store runs smoothly and efficiently, particularly in the absence of the Assistant or Store Manager, where the Retail Service Specialist will assume shift management responsibilities. The individual in this role will lead the store team in delivering exceptional customer service to both retail and professional customers, ensuring that all customer interactions are positive and productive. In addition to customer service, the Retail Service Specialist will supervise the customer service levels in the retail showroom, ensuring that team members execute customer service programs effectively. This includes overseeing the handling of buy online/ship to store orders, hub and store transfers, and ensuring that all special orders and outside purchases are processed according to established procedures. The Retail Service Specialist will also be responsible for managing customer returns and exchanges, ensuring that these processes are handled efficiently and that refunds are issued accurately. The role requires the Retail Service Specialist to perform various administrative duties, such as ensuring that all merchandise is invoiced correctly before leaving the store and that team members adhere to the posted work schedule. The individual will also be responsible for performing all store opening and closing duties, which include securing the store, preparing bank deposits, and ensuring that all security measures are in place. Overall, the Retail Service Specialist is a vital position that contributes to the overall success of the store by ensuring high levels of customer satisfaction and operational efficiency.

Responsibilities

• Lead store team members in providing excellent customer service to retail and professional customers.
• Supervise the customer service levels on the retail showroom, ensuring 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 transfers, and DC add orders in a timely manner, contacting customers upon shipment arrivals as needed.
• Handle special orders and outside purchases efficiently, utilizing the electronic outside purchase order ledger.
• Process retail customer returns and exchanges efficiently and friendly, issuing refunds accurately using the correct payment methods.
• Ensure all merchandise, including core charges and warranties, are invoiced before product leaves the store.
• Communicate Zipline messages and delegate Image Maker and merchandising tasks to team members as assigned.
• Ensure team members adhere to the posted work schedule and that any changes are approved by management.
• Perform all store opening/closing duties, including day end procedures and securing the store.

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

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth