Counter Sales Associate I

About the role

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, offers an opportunity to join a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers. We partner with major companies like Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu to provide contractors with world-class products, technical expertise, and quality service. Relationship-building is central to our success, and we foster growth for both our company and our employees.

Responsibilities

• Provide HVAC/R product information, technical support, and special ordering for customers to meet their needs while maintaining a team-oriented environment and store profitability.
• Stay informed about Johnstone sales and promotional programs to strengthen client partnerships, increase sales, and boost profitability.
• Deliver prompt, friendly, and professional service to customers in-person and over the phone; greet regular customers by name.
• Handle multiple customer requests simultaneously while maintaining a professional demeanor.
• Build rapport with customers by asking questions, actively listening, and identifying their needs to assist with product selections.
• Assist with system or product troubleshooting and resolve commonly encountered technical problems.
• Recommend and order products for customers, including alternative or substitute products, and proactively suggest additional items or promotions.
• Research and source products using tools such as the point-of-sale system, catalogs, websites, JXI, Neuco, and industry contacts.
• Coordinate product availability across branches or distribution centers if items are out-of-stock locally.
• Determine customer replacement HVAC parts based on inspection or verbal descriptions of the old part and customer requirements.
• Respond to incoming sales calls, make outgoing customer service calls, and address customer complaints professionally.
• Resolve customer disputes in a timely manner, balancing customer requests with business needs.
• Process customer transactions, including quotes, warranties, cash drawer balancing, credit invoices, pick/pack orders, and will-call notifications.
• Handle returns and complete all necessary paperwork accurately.
• Follow up promptly on customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates.
• Proactively communicate any expected delays or issues with customer orders.
• Reach out to customers who haven’t picked up will-call orders.
• Maintain showroom cleanliness and appearance through stocking shelves, housekeeping, creating displays, and conducting regular inventory counts.
• Ensure profitability by following the store’s pricing structure, achieving sales targets, and adhering to sales processes and SOPs.
• Maintain general knowledge of HVAC/R fundamentals, product lines, vendors, and new products to educate self, coworkers, and customers.
• Communicate sales leads, product demand changes, and inventory updates to management and outside sales staff.
• Foster a team-oriented work environment by treating coworkers and customers with professionalism, respect, and attention to individual needs.
• Report to work as scheduled, on time, and remain alert to customer issues, referring to management as needed.
• Safeguard store assets, report fraud or security concerns, and assist with receiving, shipping, and warehouse duties.
• Perform additional duties as assigned, adhering to company values and contributing to the success of the team.

Requirements

• High School Diploma or G.E.D.
• 1+ years of related experience and/or training in a wholesale/retail environment, including front-line customer service.
• Preferred: 1+ years of experience in a wholesale/retail environment in the HVAC/R or related industry.
• General knowledge of HVAC/R products, concepts, and industry, or the ability to learn on the job.
• Demonstrated understanding and application of effective customer service techniques.
• Proficiency with point-of-sale terminals, HVAC/R item research, and preparing sales/customer reports.
• Working knowledge of ERP systems and Microsoft Office Suite.
• Skill in operating power equipment, such as a forklift, or the ability to learn on the job.
• Ability to work independently and collaboratively in a team environment.
• Strong multitasking, prioritization, and time management skills under pressure.
• Problem-solving skills, including listening, interpreting, and meeting customer needs.
• Strong interpersonal skills and the ability to build long-term customer relationships.
• Basic math skills, including addition, subtraction, multiplication, and division.
• Polished and professional demeanor in person, online, and via phone.
• Excellent organizational skills and the ability to follow written instructions and documented procedures.
• English proficiency (written and spoken) is required for communication, safety, and compliance.

Physical Demands

• Ability to sit, stand, and walk on a concrete floor for much of the workday.
• Regularly required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• Frequently lift and carry up to 50 pounds, with the ability to lift more with mechanical or team assistance.
• For driving duties (if applicable), ability to sit for long periods and tolerate bouncing and vibration.
• Frequent talking or hearing, with special vision requirements including near vision, distance vision, peripheral vision, and color vision.

Company Values

• Safety: Prioritize safety at work and home, ensuring a safe working environment for all.
• Customer Focused: Anticipate and respond quickly to customer needs.
• One Team: Collaborate, focus on common goals, and leverage team strengths.
• Own It: Act with initiative, urgency, and integrity, doing things right the first time.
• Innovate: Embrace change to drive continuous improvement and customer-valued solutions.

Benefits

• Competitive wage and health/wellness benefits, including medical, dental, and vision coverage.
• Competitive Paid Time Off (PTO).
• Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting.
• Paid holidays (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 opportunities to earn reduced medical costs.
• Employee Assistance Program (EAP) for employees and their families.
• Tuition reimbursement.
• Employee referral bonus program.
• Employee service milestone recognition program.