O'Reilly Auto Parts - Heath, OH
posted 8 months ago
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 overall appearance of the store. 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 handled with care and professionalism. In addition to customer service, the Retail Service Specialist will supervise the customer service levels within the retail showroom. This includes overseeing team member execution of 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 in accordance with company policy and that all online orders, hub transfers, and store-to-store transfers are processed promptly. Communication with customers regarding shipment arrivals is also a key responsibility. The role requires efficient handling of special orders and outside purchases, utilizing an electronic outside purchase order ledger to ensure accuracy and compliance with procedures. The Retail Service Specialist will also manage customer returns and exchanges, ensuring that these processes are conducted in a friendly and efficient manner, with accurate refunds issued using the correct payment methods. Additionally, the Specialist will oversee the invoicing of all merchandise, including core charges and warranties, before products leave the store. The Retail Service Specialist will ensure that team members adhere to the posted work schedule, with any changes approved by management. Responsibilities also include performing all store opening and closing duties, which encompass day-end procedures, securing money and deposits, preparing bank deposits, and ensuring the safety and security of the store and delivery vehicles. This position may also involve other duties as assigned, contributing to the overall success of the store operations.
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 to store transfers, and DC add orders in a timely manner.
- Handle special orders and outside purchases efficiently, utilizing electronic outside purchase order ledger.
- Process retail customer returns and exchanges efficiently and friendly, issuing refunds accurately.
- Ensure all merchandise is invoiced before leaving the store, including core charges and warranties.
- Communicate Zipline messages and delegate Image Maker and merchandising tasks to team members.
- Ensure team members adhere to the posted work schedule and clock in/out according to company policy.
- Perform all store opening/closing duties, including verifying and securing money/deposits and preparing bank 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
- 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
