Counter Sales Associate

Responsibilities

• Fulfills customer HVAC/R product needs by providing HVAC/R information, technical support, and special ordering for customers.
• Maintain a team working environment and store profitability.
• Stays apprised of all Johnstone sales and promotional programs.
• Increase and strengthen the Company’s partnership with its clients, increase sales, and increase profitability.
• Greet customers who walk in the store; greet regular customers by name.
• Handle multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.
• Develop good working relationships and rapport with customers.
• Aid customers in making product selections by asking questions and actively listening to identify customer needs.
• Assist with system or product troubleshooting and resolve commonly encountered technical problems.
• Recommend and order products for customers.
• Identify alternative or substitute products to meet customer needs.
• Proactively recommend additional items a customer might need and promotions that might interest them.
• Recommend and order products not listed in the Johnstone catalog.
• Recognize products most commonly purchased by customers.
• Research and source product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, telephone, JXI, Neuco, and industry and store contacts.
• If a product is out-of-stock in their store, the employee researches where product is in-stock at neighboring branches and/or distribution centers, and coordinates transportation of product across branches to customer’s desired pick-up location.
• Determine customer replacement HVAC parts according to inspection or verbal/description of the old part and customer requirements.
• Respond to incoming sales calls; make outgoing customer sales or service calls; and address customer complaints.
• Solve customer disputes in a timely, professional manner that balances customer requests with business needs.
• Process customer transactions by researching, entering, and printing quotes; processing warranties; balancing cash drawers; creating credit invoices; processing pick/pack orders; and processing will-call back-order notifications.
• Process returns as needed.
• Complete all transactions and necessary paperwork accurately; maintain appropriate records as needed.
• Follow up promptly on all customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates.
• Proactively communicate with customers about any expected delays or issues with their order.
• Contact customers who haven’t picked up will-call orders yet.
• Maintain and increase the company’s stature in the marketplace by maintaining the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc.
• Conduct regular inventory counts of products on store shelves.
• Maintain and increase the company’s profitability by consistently following the pricing structure established for the store; achieving sales targets; and following the sales process from start to finish in a desired manner as outlined by guidelines and standard operating procedures (SOP’s).
• Communicate sales lead information to outside sales staff and management.
• Communicate unexpected increases or decreases in product demand and inventory to management as applicable.
• Sustain a team-oriented work environment by treating fellow employees and customers with professionalism, respect, and attention to individual needs; effectively communicating customer needs, product requirements, sales opportunities, and personal issues to coworkers and management.
• Report to work as scheduled, on time, every shift to support the high quality of customer service as required by company policy.
• Remain alert at all times for customer issues and concerns and take action accordingly, referring to management as needed.
• Safeguard the cash and physical assets of the store. Report fraud and/or related security concerns to management immediately.
• Assist in receiving, shipping, and general warehouse duties.

Qualifications

• 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.
• Preferred: 1+ years of experience in a wholesale/retail environment in the HVAC/R or related industry.
• Forklift experience preferred.

Job Knowledge, Skills, & Abilities

• General knowledge of HVAC/R products, concepts, and the industry as a whole, or ability to learn on the job.
• Demonstrated understanding and application of effective customer service techniques.
• 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.
• Ability to operate 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.
• 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.
• Polished and professional demeanor in person, online, and via phone.
• Excellent organizational skills.
• Ability to follow written instructions and documented procedures.

Physical Demand

• While performing the duties of this job, the employee is required to sit, stand, and walk on a concrete floor for much of the workday.
• The employee is regularly required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• The employee is frequently required to lift and carry and/or move up to 50 pounds and required to lift more weight with mechanical assistance or the assistance of team members.
• For driving duties (if applicable), employee is required to sit for long periods of time and can experience bouncing and vibration.
• The individual is frequently required to talk or hear.

Work Environment

• Medium-to-large store with shelves and bins.
• Most work is performed with telephone equipment, PC, fax, printer, and/or RF scanner.
• Store climate is air conditioned or heated.
• Additional time may be spent outdoors, in trucks, and in a warehouse environment.
• While outdoors, the employee is exposed to a variety of weather elements including sunshine, rain, heat, cold, and humid conditions.
• Warehouse is unconditioned and may involve hot and cold temperatures, dust, dirt, and noise.
• Occasionally, the employee is exposed to fumes, airborne particles, or toxic or caustic chemicals.

Benefit Overview

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and 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