Within a retail sales and customer service environment, the Retail Counter Lead is responsible for supporting daily counter operations, assisting customers with parts and service inquiries, maintaining inventory and merchandising standards, and providing leadership and direction to retail team members. This position helps drive sales performance, customer satisfaction, and operational excellence while ensuring a clean, safe, and organized retail environment.

Essential Job Duties

• Manage assigned customer accounts and assist walk-in customers with parts and product inquiries.
• Provide training and support to Retail Counter team members on systems, processes, customer service standards, and company procedures.
• Create and promote sales initiatives, contests, and incentive programs to drive team performance.
• Conduct regular side-by-side coaching and training with retail team members.
• Monitor sales performance and identify opportunities to improve customer service, product sales, and operational efficiency.
• Assist customers with product selection, warranties, returns, and issue resolution.
• Work closely with management on store initiatives, promotions, and operational projects.
• Help maintain positive team morale and a customer-focused culture.
• Assist in establishing and achieving sales and operational goals.
• Participate in regular sales meetings and operational reviews.
• Provide coverage and support when team members are absent or when business needs require additional leadership.
• Assist with employee onboarding and training.
• Share best practices with team members and leadership.
• Assume other duties as assigned.

Retail Operations Responsibilities

• Responsible for sales floor, front counter, and parking area cleanliness.
• Ensure merchandise, fluids, tires, batteries, and other retail products are properly stocked and displayed.
• Monitor inventory levels and communicate replenishment needs.
• Conduct daily inspections of the sales floor and surrounding areas to identify operational concerns.
• Assist with local marketing and social media initiatives as directed.
• Responsible for cash handling procedures, including drawer counts, deposits, and reconciliation.
• Support and drive Parts Pull and Warranty operations at the location.
• Review inventory and product availability daily.
• Participate in interviewing, hiring, coaching, performance reviews, and corrective action processes.
• Perform sales and operational audits to ensure compliance with company standards.
• Assist in driving overall store performance and customer satisfaction metrics.

Supervisory Responsibilities

• Lead and direct the work of retail team members.
• Assist with scheduling, training, coaching, and performance management.
• Participate in hiring, disciplinary actions, performance evaluations, and employee development.
• Provide recommendations regarding staffing, promotions, and corrective actions.
• Foster a positive, productive, and customer-focused work environment.

Minimum Requirements

Education & Experience

• High School Diploma or GED required.
• 3+ years of retail, automotive parts, customer service, or related experience required.
• Previous leadership or supervisory experience preferred.

Knowledge, Skills & Abilities

• Strong customer service and sales skills.
• Ability to effectively communicate with customers, employees, and management.
• Working knowledge of Microsoft Outlook, Word, and Excel.
• Ability to create and maintain reports, spreadsheets, and operational records.
• Strong organizational and problem-solving skills.
• Ability to multitask and prioritize in a fast-paced retail environment.
• Ability to handle cash and maintain accurate records.
• Knowledge of automotive parts and retail operations preferred.
• Ability to work independently and as part of a team.

Essential Physical Demands / Work Environment

• Regularly required to stand and walk for extended periods.
• Frequent movement throughout the sales floor, parking lot, warehouse, and yard areas.
• Regular use of computers, phones, and retail systems.
• Occasionally required to bend, stoop, reach, lift, and carry merchandise.
• Must be able to lift up to 25 pounds.
• May occasionally be required to travel for training or business needs.
• Work environment includes both indoor retail space and outdoor operational areas.

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