Customer Service Team Lead

4 days ago

Fremont, California, United States O'Reilly Auto Parts Full time

Join Our Team:
O'Reilly Auto Parts is a leading retailer of automotive parts and accessories, committed to providing our customers with the best selection, quality, and service in the industry. We are seeking a highly motivated and customer-focused Retail Service Specialist to join our team. As a key member of our store team, you will be responsible for supporting the Store Manager and Assistant Managers in areas of sales, customer service, store appearance, and store operations. This position will also assume shift management responsibilities in the absence of Assistant or Store Manager.

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.

Requirements:
We are looking for candidates with strong communication skills and the ability to obtain RSS Certification. Retail sales experience, preferably in auto parts, is desired, as well as knowledge of automotive systems and repair. ASE Certification and fluency in multiple languages, particularly Spanish, are also preferred.

Total Compensation Package:
O'Reilly Auto Parts offers a competitive total compensation package, including wages, paid time off, stock purchase plan, 401k with employer contributions, medical, dental, and vision insurance, flexible spending account, tuition assistance program, and opportunities for career growth.

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