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Customer Service Lead

2 months ago

Memphis, Tennessee, United States O'Reilly Auto Parts Full time


The Retail Operations Specialist will assist the Store Manager and Assistant Managers in various aspects of sales, customer engagement, store presentation, and operational efficiency.

This role will also take on shift leadership duties when the Assistant or Store Manager is unavailable. KEY RESPONSIBILITIES

Guide store personnel in delivering exceptional customer service to both retail and professional clients.

Oversee customer service standards in the retail area, ensuring team members effectively implement customer service initiatives (such as Related Sales, Hi5, Rock the Call, Never Say No, Rock the Lot, etc.).

Ensure that phone calls are answered in accordance with company guidelines.

Manage the timely processing of online orders, store transfers, and direct add orders, ensuring customers are informed of shipment arrivals as necessary.

Facilitate the efficient handling of special orders and external purchases, utilizing the electronic purchase order system.

Ensure that retail customer returns and exchanges are processed promptly and courteously, with accurate refunds issued using the appropriate payment methods, and returned items are correctly processed or organized in the returns area.

Confirm that all merchandise, including core charges and warranties, is invoiced before leaving the store.

Ensure effective communication of Zipline messages and delegate Image Maker and merchandising tasks as assigned.

Monitor team members' adherence to the scheduled work hours, ensuring any changes are approved by management, and that team members clock in and out according to company policy.

Execute all store opening and closing procedures, including day-end tasks, securing money and deposits as per company policy, preparing bank deposits as required, ensuring security measures are in place, and locking up the premises.

Perform any additional duties as assigned.

SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES

Required:


Excellent communication abilities.

Capability to obtain RSS Certification.

Desired:

Experience in retail sales, particularly in automotive parts.

Knowledge of automotive systems and repairs.

ASE Certification.

Proficiency in multiple languages (Spanish is highly preferred).

O'Reilly Auto Parts is known for its growth and stability.

We are committed to promoting from within, allowing you to advance your career alongside the organization.


Total Compensation Package:


Competitive wages and paid time off.

Stock purchase plan and 401k with employer contributions from day one.

Medical, dental, and vision insurance with optional flexible spending account (FSA).

Health and wellbeing programs for team members.

Tuition assistance programs.

Opportunities for career advancement.

O'Reilly Auto Parts is an equal opportunity employer.

All hiring decisions are made without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law.


Reasonable Accommodations:

Qualified individuals with known disabilities may be entitled to reasonable accommodations under the Americans with Disabilities Act and certain state or local laws.