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About the Role

The Lead Warehouse Associate is responsible for all aspects of shipping and receiving, performing general warehouse maintenance, and making deliveries, while also assigning work activities to warehouse staff.

Responsibilities

• Assist Branch Manager with training of new employees.
• Schedule and oversee warehouse staff.
• Conduct performance evaluations with Branch Manager.
• Oversee all aspects of warehouse operations including stocking, shipping, and receiving.
• Ensure merchandise is accurately accounted for, labeled, and in its appropriate location.
• Ensure timely, accurate, and efficient handling of incoming shipments.
• Ensure timely, accurate, and efficient handling of outgoing shipments.
• Stage customer backorders for will-call pickups or company delivery.
• Fill customer orders in accordance with pick tickets and complete appropriate paperwork.
• Process returned good authorizations for products received from suppliers.
• Assist branch management with handling warranty/freight claims and related product issues.
• Load delivery vehicle(s), drive, and unload at customer locations.
• Develop and implement new programs to reduce shipping and warehousing costs or increase handling efficiency.
• Maintain a neat and orderly workplace, including moving pallets, sweeping, mopping, and removing debris.
• Maintain a clean, tidy, and safe facility in conformance with OSHA, HAZMAT, and management standards.
• Assist sales efforts on an as-needed basis, including assisting in-store customers, filling orders, deliveries, and answering telephones.
• Assist management in decision-making when appropriate, practical, or required.
• Assist sales efforts on an as-needed basis including assisting in-store customers, filling customer orders, delivery to customers, and answering telephones.
• Answer incoming telephone calls and emails and greet customers.
• Handle multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.
• Assist customers in making product selections by asking questions and actively listening to identify needs.
• Assist with system or product troubleshooting and answering technical questions.
• Identify alternate or substitute products to meet customer needs.
• Assist customers with the use of Johnstone Supply e-commerce and mobile application questions.
• Research and source products for customers using various tools.
• Enter sales orders into the point-of-sale computer system for invoicing or cash payments.
• Process customer returns and warranties following company guidelines.
• Follow up promptly on all customer requests for information, quotes, alternative parts, and delivery dates.
• Proactively communicate with customers about any expected delays or issues with their order.
• Develop good working relationships and rapport with customers.
• Maintain the highest standards in cleanliness and appearance of the showroom.
• Resolve customer complaints and disputes in a timely, professional manner.
• Follow company pricing and credit guidelines.
• Maintain knowledge of new and existing products and inventory.
• Be organized and orderly, and capable of maintaining appropriate records.
• Complete all transactions and necessary paperwork accurately and in a timely manner.
• Represent Johnstone Supply at trade associations, events, and local chapters.
• Offer services wherever and whenever necessary to ensure the success of endeavors.

Requirements

• High School Diploma or G.E.D.
• Minimum of two years related experience and/or training in the HVAC/R industry; OR equivalent combination of education and experience.
• Minimum 4 years’ experience supervising warehouse staff.
• Ability to provide consistent, professional customer service.
• Ability to multi-task and maintain focus while prioritizing the needs of several customers at once.
• Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems that will often require attention to detail.
• Demonstrated understanding and application of effective sales strategies and techniques.
• Ability to maintain a positive, courteous, and friendly demeanor.
• General knowledge of HVAC/R products, concepts, and the industry as a whole.
• Skill in proactively communicating (both verbal and written) to establish mutual respect and understanding.
• Math skills, including the ability to: add, subtract, multiply, divide; and calculate margins, discounts, and percentages.
• Skill in using point-of-sale computer systems to locate information and process transactions.
• Skill in using web-based tools to research products and information.
• Ability to work productively in teams with a wide range of people.
• Ability to work independently with minimal direction.
• Ability to follow written instructions and documented procedures.
• Keeps the company’s best interest in mind when considering or addressing issues.
• Dedication to attending work and work-related functions prepared and on time.
• Maintains a professional personal appearance.
• Strives for continuous self-improvement and for improvement of the business with respect to sales and service quality.
• Employee is required to either stand and walk on a hard surface or drive a delivery vehicle and load or unload the truck for the majority of the workday.
• Employee is regularly required to reach with hands and arms, climb and balance; stoop, kneel, crouch, or crawl.
• Employee is frequently required to lift and carry and/or move up to 50 pounds, and occasionally required to lift up to 70 pounds.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
• The ability to speak and hear sufficiently to provide customer service is required.
• Prolonged periods standing at a desk and working on a computer.

Skills

• Supervisory Skills
• Sales Aptitude
• Problem-Solving Skills
• Computer Skills
• Interpersonal & Telephone Skills
• Organization
• Time Management
• Math Aptitude
• Oral Communications Skills
• Reading Skills
• Written Communication Skills
• Technical Skills
• Diplomacy
• Mechanical Skills
• Ability to lift to 70 pounds

Work Type

• Full-Time

Experience Level

• Minimum of two years related experience
• Preferred: 2 years’ experience with a wholesale HVAC/R or similar industry
• Minimum 4 years’ experience supervising warehouse staff

Education Level

• High School Diploma or G.E.D.

About the Company

• Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is expected that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.