Counter Sales Associate I

Responsibilities

• Fulfills customer HVAC/R product needs by providing HVAC/R information, technical support, and special ordering for customers while maintaining a team working environment and store profitability.
• Stays apprised of all Johnstone sales and promotional programs with the goal to increase and strengthen the Company’s partnership with its clients, increase sales, and increase profitability.
• Greets customers who walk in the store; greets regular customers by name.
• Handles multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.
• Develops good working relationships and rapport with customers.
• Affords customers with product selection assistance by asking questions and actively listening to identify customer needs.
• Assists with system or product troubleshooting and resolves commonly encountered technical problems.
• Recommends and orders products for customers.
• Identifies alternative or substitute products to meet customer needs.
• Proactively recommends additional items a customer might need and promotions that might interest them.
• Recommends and orders products not listed in the Johnstone catalog.
• Recognizes products most commonly purchased by customers.
• Researches and sources 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.
• Determines customer replacement HVAC parts according to inspection or verbal/description of the old part and customer requirements.
• Responds to incoming sales calls; makes outgoing customer sales or service calls; and addresses customer complaints.
• Solves customer disputes in a timely, professional manner that balances customer requests with business needs.
• Processes customer transactions by researching, entering, and printing quotes; processes warranties; balances cash drawers; creates credit invoices; processes pick/pack orders; and processes will-call back-order notifications.
• Processes returns as needed.
• Completes all transactions and necessary paperwork accurately; maintains appropriate records as needed.
• Follows up promptly on all customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates.
• Proactively communicates with customers about any expected delays or issues with their order.
• Reminds customers who haven’t picked up will-call orders yet.
• Maintains and increases 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.
• Some examples of housekeeping include sweeping, mopping, cleaning bathrooms, and picking up trash.
• Conducts regular inventory counts of products on store shelves.
• Maintains and increases 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.
• Maintains general knowledge of HVAC/R fundamentals and product lines by knowing the function of most products we carry, and where/how they are used; knowing the vendors we carry and their respective lines; knowing specific features and benefits of most commonly purchased products; staying informed of new products; and utilizing opportunities to further educate self, coworkers, and customers.
• Communicates sales lead information to outside sales staff and management.
• Communicates unexpected increases or decreases in product demand and inventory to management as applicable.
• Sustains a team-oriented work environment by treating fellow employees and customers with professionalism, respect, and attention to individual needs; effectively communicates customer needs, product requirements, sales opportunities, and personal issues to coworkers and management.
• Reports to work as scheduled, on time, every shift to support the high quality of customer service as required by company policy.
• Remains alert at all times for customer issues and concerns and takes action accordingly, referring to management as needed.
• Safeguards the cash and physical assets of the store.
• Reports fraud and/or related security concerns to management immediately.
• Assists in receiving, shipping, and general warehouse duties.
• Performs all other duties as assigned.

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.