Counter Sales Associate II

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 both the company and employees can grow.

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 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 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 items, and 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 thorough knowledge of HVAC/R fundamentals, product lines, vendors, and new products; educate self, coworkers, and customers.
• Communicate sales lead information to outside sales staff and management.
• Promote surplus, sale, discounted, and obsolete inventory to maintain proper inventory levels.
• 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 security concerns to management immediately.
• Assist with receiving, shipping, and general warehouse duties, including operating a forklift.
• Perform other duties as assigned.

Requirements

• High School Diploma or G.E.D.
• 2+ years of related experience and/or training in a wholesale/retail environment in the HVAC/R or related industry, or an equivalent combination of education and experience.
• Experience must include front counter customer service.
• Forklift experience and certification required (or willingness to obtain on the job).

Skills

• Strong knowledge of HVAC/R products, concepts, and industry practices.
• 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 various tools.
• Capacity to learn new software and operate power equipment, including forklifts.
• 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.
• 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 for safety regulations and accurate communication.

Location: Charleston, South Carolina