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 the 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 customer 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 customers and 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 common 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 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 customer replacement HVAC parts based on inspection or verbal 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.
• Follow up promptly on customer requests for information, quotes, bid follow-ups, alternative parts, and delivery updates.
• Maintain high standards of cleanliness and appearance in the showroom through stocking shelves, housekeeping, and creating displays.
• Conduct regular inventory counts of products on store shelves.
• Follow established pricing structures, achieve sales targets, and adhere to sales processes and standard operating procedures (SOPs).
• Maintain general knowledge of HVAC/R fundamentals, product lines, vendors, and new products; 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 respect and professionalism.
• Report to work on time for every scheduled shift to support high-quality customer service.
• Remain alert to customer issues and concerns, taking action as needed and escalating to management when necessary.
• Safeguard store assets, including cash, and report any fraud or security concerns immediately.
• Assist with receiving, shipping, and general warehouse duties, including operating power equipment like forklifts.
• Perform all other assigned duties.

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.
• Demonstrated understanding and application of effective customer service techniques.
• Proficiency with point-of-sale terminals, ERP systems, and Microsoft Office Suite.
• Ability to research and cross-reference HVAC/R parts/equipment using computers and software.
• Skill in operating power equipment, such as forklifts, or ability to learn.
• Ability to work independently and collaboratively in a team environment.
• Strong multitasking, prioritization, and time-management skills under pressure.
• Proactive approach to process optimization and problem-solving.
• Excellent interpersonal skills 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.
• Strong organizational skills and ability to follow written instructions and documented procedures.
• English proficiency (written and spoken) is required; multilingual skills are valued.

Location: Tallahassee, Florida