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About the Role

Johnstone Supply is seeking a Counter Sales Associate I to fulfill customer HVAC/R product needs by providing information, technical support, and special ordering. This role aims to increase sales and profitability by building strong customer relationships and staying informed about company programs.

Responsibilities

• Provide HVAC/R information, technical support, and special ordering for customers.
• Maintain a team working environment and store profitability.
• Stay apprised of all Johnstone sales and promotional programs.
• Greet customers promptly, friendly, and professionally, both in-person and over the phone.
• Assist customers in making product selections by identifying their needs.
• Troubleshoot systems or products and resolve common technical problems.
• Recommend and order products for customers, identifying alternatives and proactively suggesting additional items or promotions.
• Research and source products using point-of-sale systems, catalogs, websites, and industry contacts.
• Coordinate product transportation between branches if a product is out-of-stock.
• Determine customer replacement HVAC parts based on inspection or description.
• Respond to incoming sales calls and make outgoing sales or service calls.
• Resolve customer complaints and disputes in a timely and professional manner.
• Process customer transactions, including quotes, warranties, cash drawer balancing, credit invoices, and pick/pack orders.
• Follow up promptly on all customer requests for information, quotes, and delivery dates.
• Proactively communicate any order delays or issues to customers.
• Maintain showroom cleanliness and appearance through stocking, housekeeping, and creating displays.
• Conduct regular inventory counts.
• Ensure profitability by following pricing structures, achieving sales targets, and adhering to sales processes.
• Maintain general knowledge of HVAC/R fundamentals and product lines.
• Communicate sales lead information to outside sales staff and management.
• Communicate unexpected changes in product demand or inventory to management.
• Foster a team-oriented work environment by treating colleagues and customers with professionalism and respect.
• Report to work as scheduled, on time, every shift.
• Remain alert for customer issues and concerns, referring to management as needed.
• Safeguard cash and physical assets of the store.
• Assist in receiving, shipping, and general warehouse duties.
• Perform all other duties as assigned.

Requirements

• High School Diploma or G.E.D.
• 1+ years of related experience and/or training in a wholesale/retail environment, or equivalent combination of education and experience.
• Experience must include front-line customer service.
• 1+ years of experience in a wholesale/retail environment in the HVAC/R or related industry (preferred).
• Forklift experience (preferred).
• General knowledge of HVAC/R products, concepts, and the industry, or ability to learn on the job.
• Demonstrated understanding and application of effective customer service techniques.
• Ability to run a point-of-sale terminal, research HVAC/R items, and prepare sales and customer reports.
• Proficiency with computers to look up and cross-reference parts/equipment, and capacity to learn new software.
• Working knowledge of ERP systems and Microsoft Office Suite of products.
• Skill in operation of power equipment, including forklift, or ability to learn on the job.
• Ability to work independently and with teams.
• Demonstrated ability to multitask, manage, and prioritize multiple projects while working under pressure.
• Proactively seeks opportunities for optimizing processes and provides recommendations.
• Problem-solving skills: listening to, interpreting, and meeting needs of others; diagnosing and rectifying problems.
• Strong interpersonal skills; ability to meet, service, and build long-term relationships with customers.
• Ability to read and demonstrate basic math skills.
• Polished and professional demeanor in person, online, and via phone.
• Excellent organizational skills.
• Ability to follow written instructions and documented procedures.
• English proficiency (written and spoken) is a core requirement.

Skills

• Customer service
• Technical support
• Special ordering
• Sales
• Product selection
• Troubleshooting
• Product research
• Point-of-sale (POS) system operation
• Computer proficiency
• ERP systems
• Microsoft Office Suite
• Interpersonal skills
• Multitasking
• Prioritization
• Problem-solving
• Organizational skills
• Communication (written and spoken)

Location

• Store location

Work Type

• Full-time

Experience Level

• 1+ years of related experience
• Entry level

Education Level

• High School Diploma or G.E.D.

Salary/Compensations

• $25 - $30/hour

Benefits

• Competitive wage
• Health and wellness benefits
• Medical coverage
• Dental coverage
• Vision coverage
• Supplemental care options
• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay (7.5 holidays per year)
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance
• Employer paid short-term disability
• Voluntary long-term disability insurance
• Voluntary accident insurance
• Voluntary critical illness insurance
• Voluntary hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution
• Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

About the Company

• Johnstone Supply is North America's leading wholesale distributor of HVACR equipment, parts, and supplies.
• Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America.
• We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu.
• Our mission is to provide contractors with world-class products, technical expertise, and quality service.
• Relationship-building is the key to our success.
• The Power of Johnstone is everyone who works with us: our customers, our partners, and our people.

Equal Opportunity

• EOE & E-Verify Participating Employer.