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 our team. With over 470 distributor branches and 6 distribution centers across North America, 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 a collaborative environment where growth and development are encouraged.

Responsibilities

• Provide HVAC/R product information, technical support, and special ordering for customers while maintaining store profitability and a team-oriented environment.
• 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 actively listening to identify needs and assist with product selections.
• Assist with system or product troubleshooting and resolve common technical issues.
• Recommend and order products, including alternative or substitute items, and proactively suggest additional items or promotions.
• Research and source products using tools such as 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 customer service 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 promptly on customer requests for information, quotes, bid follow-ups, alternative parts, and delivery updates.
• Proactively communicate any expected delays or issues with customer orders.
• Maintain showroom cleanliness and appearance through stocking shelves, housekeeping, 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.
• 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 respect and professionalism.
• Report to work on time for every scheduled shift and remain alert to customer needs.
• Safeguard store assets and report any security concerns immediately.
• Assist with receiving, shipping, and general warehouse duties, including operating power equipment like forklifts.
• Perform additional duties as assigned to support company 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.
• Strong customer service skills and ability to build long-term customer relationships.
• Proficiency with point-of-sale systems, ERP software, and Microsoft Office Suite.
• Ability to operate power equipment, such as forklifts, or willingness to learn.
• Strong multitasking, prioritization, and problem-solving skills.
• Excellent interpersonal and communication skills, with a professional demeanor.
• Basic math skills, including addition, subtraction, multiplication, and division.
• Organizational skills and ability to follow written instructions and documented procedures.
• English proficiency (written and spoken) is required; multilingual skills are valued.

Physical Demands

• Ability to sit, stand, and walk on a concrete floor for extended periods.
• Regularly required to reach, climb, balance, stoop, kneel, crouch, or crawl.
• Frequently lift and carry up to 50 pounds; ability to lift heavier items with mechanical or team assistance.
• For driving duties (if applicable), ability to sit for long periods and tolerate bouncing/vibration.
• Frequent talking and hearing; special vision requirements include near, distance, peripheral, 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 effectively, focusing on common goals and leveraging team strengths.
• Own It: Take initiative, act with urgency and integrity, and strive for excellence.
• Innovate: Embrace change to drive continuous improvement and customer-valued solutions.

Benefits

• Competitive wage and health/wellness benefits, including medical, dental, and vision coverage.
• Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting.
• Paid Time Off (PTO) and 7.5 paid 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 and employee referral bonus program.
• Employee service milestone recognition program.