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 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 identifying needs through active listening and asking questions.
• Assist with product troubleshooting and resolve common technical issues.
• Recommend and order products, including alternatives or substitutes, and suggest additional items or promotions.
• Research and source products using tools like point-of-sale systems, catalogs, websites, JXI, Neuco, and industry contacts.
• Coordinate product transfers between branches or distribution centers if items are out-of-stock locally.
• Determine replacement HVAC parts based on inspection or customer descriptions.
• Respond to incoming sales calls, make outgoing calls, and address customer complaints professionally.
• 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 on customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates.
• Proactively communicate order delays or issues to customers and reach out to those with pending will-call orders.
• Maintain showroom cleanliness and appearance through stocking shelves, housekeeping (e.g., sweeping, mopping, cleaning bathrooms), and creating displays.
• Conduct regular inventory counts and ensure profitability by adhering to pricing structures and sales targets.
• Maintain general knowledge of HVAC/R fundamentals, product lines, vendors, and new products; educate self, coworkers, and customers.
• Communicate sales leads, inventory demand changes, and customer needs to management and outside sales staff.
• Foster a team-oriented environment by treating coworkers and customers with respect and professionalism.
• Adhere to scheduled shifts, remain alert to customer concerns, and report security or fraud issues immediately.
• Assist with receiving, shipping, and warehouse duties as needed.
• Perform additional duties as assigned, adhering to company values and contributing to overall success.

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 the HVAC/R or related industry; forklift experience.

Skills

• General knowledge of HVAC/R products, concepts, and industry (or ability to learn on the job).
• Proficiency in customer service techniques and point-of-sale systems.
• Ability to research HVAC/R items and prepare sales/customer reports.
• Computer proficiency, including ERP systems and Microsoft Office Suite.
• Skill in operating power equipment (e.g., forklift) or ability to learn.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong multitasking, prioritization, and problem-solving skills.
• Excellent interpersonal and relationship-building abilities.
• Basic math skills (addition, subtraction, multiplication, division).
• Professional demeanor in person, online, and via phone.
• Strong organizational skills and ability to follow written instructions.
• English proficiency (written and spoken) is required; multilingual skills are valued.

Physical Demands

• Ability to sit, stand, and walk on concrete floors for extended periods.
• Regularly reach with hands and arms; climb, balance, stoop, kneel, crouch, or crawl.
• Frequently lift and carry up to 50 pounds; lift heavier weights with mechanical or team assistance.
• For driving duties (if applicable), ability to sit for long periods and tolerate bouncing/vibration.
• Frequent talking or hearing; near, distance, peripheral, and color vision required.

Benefits

• Competitive wage ($16.63–$24.90 per hour) with health and wellness benefits.
• Medical, dental, and vision coverage with options for supplemental care.
• 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 per year) and 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 and employee referral bonus program.
• Recognition for employee service milestones.

Company Values

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