Senior Store Professional

Summary 

The Senior Store Pro is responsible for delivering accurate, efficient, and courteous service to customers across multiple channels, including in-store, telephone, and dealer shop interactions. This role requires strong technical knowledge of automotive parts, the ability to identify and source the correct parts, and a commitment to customer satisfaction. The position also serves as a key resource for internal team members on product and system knowledge. 

Position Performance Measures:  

• Customer satisfaction and issue resolution effectiveness 

• Accuracy and speed of parts lookup and order processing 

• Sales performance and order fulfillment efficiency 

• Product knowledge and technical advisory capability 

• Adherence to operational, pricing, and inventory processes 

• Contribution to team support and store operations including inventory and delivery management 

• Compliance with asset protection and loss prevention standards 

Responsibilities 

The following primary responsibilities are not all inclusive: 

• Provide prompt, professional, and courteous service to customers (in-store, phone, and dealer shops) 

• Accurately identify, source, and process parts orders using catalog and POS systems 

• Advise customers on technical product questions and recommend appropriate solutions 

• Maintain strong knowledge of products, warranties, sales programs, and company policies 

• Execute sales practices including customer engagement, needs assessment, and product demonstration 

• Resolve customer issues effectively to ensure satisfaction and retention 

• Support store operations including stock orders, reporting discrepancies, and maintaining store presentation 

• Utilize delivery management systems to coordinate and dispatch deliveries, pull and prepare orders for customers and drivers, and support efficient logistics and fulfillment operations. 

• Perform general housekeeping, cleaning, and organizational tasks to maintain a safe, professional, and welcoming store environment. 

• Assist with inventory control activities, including receiving merchandise, stocking shelves, conducting cycle counts, and helping maintain accurate inventory records. 

• Contribute to various store operations and team support tasks as needed to optimize store performance, merchandising, and overall efficiency. 

• Assist with Open and Close Procedures in the store as needed 

• Support continuous improvement initiatives related to store processes and operational standards. 

• Ensure compliance with pricing, asset security, and operational procedures 

• Participate in training and continuous development activities 

  • Act as a resource and support for other team members 

   

  Qualifications 

  Required: 

  • High School Diploma or equivalent 

  • Strong communication, interpersonal, and organizational skills 

  • Ability to understand and accurately identify part numbers and product codes 

  • Customer-focused mindset with ability to work efficiently in a fast-paced environment 

  • Ability to maintain professionalism and composure under pressure 

  Preferred: 

  • ASE Parts Specialist certification 

  • Experience in automotive parts, retail, or related industry 

  • Familiarity with POS systems and cataloging tools (e.g., TAMS) 

  • Knowledge of local service area and customer base 

  • Ability to operate a manual transmission vehicle 

  Leadership 

  • Demonstrates ownership of customer experience and outcomes 

  • Acts as a technical resource and mentor to peers 

  • Maintains professionalism, accountability, and strong work ethic 

  • Contributes to a collaborative and high-performing team culture 

  • Shows initiative in skill development and continuous learning 

   

  Organizational Structure 

  • Reports to: Store Manager / Assistant Store Manager 

  • Works closely with: Counter Sales Associates, Inventory/Operations staff, and external customers (retail and dealer shops) 

  • Part of: Retail Store Operations within NAPA 

  • Retail and warehouse environment with frequent customer interaction 

  • Standing and walking for extended periods throughout the shift 

  • Ability to lift and move parts and equipment up to ~60 lbs. 

  • Frequent bending, stooping, reaching (including use of ladders/stools) 

  • Use of equipment such as hand trucks, dollies, and hydraulic lifts 

  • Requires visual accuracy for identifying part numbers and sequences 

  • Fast-paced environment requiring multitasking and attention to detail