Counter Sales

About the role

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, is opening a new store in Bismarck, ND. This is a great career opportunity with training provided. As a Counter Sales Associate, you will fulfill customer HVAC/R product needs, provide technical support, and drive store profitability while building strong customer relationships.

Responsibilities

• Provide 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 manner.
• Assist customers in making product selections by identifying needs through active listening and questioning.
• Provide system or product troubleshooting and resolve commonly encountered technical problems.
• Recommend, order, and source products for customers, including special orders not listed in the Johnstone catalog.
• Identify alternative or substitute products to meet customer needs and proactively suggest additional items or promotions.
• Research product availability across neighboring branches or distribution centers and coordinate transportation for customer pick-up.
• 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, invoices, pick/pack orders, and will-call notifications; handle returns as needed.
• Follow up promptly on customer requests for information, quotes, bid follow-ups, and delivery updates.
• Maintain showroom cleanliness and appearance through stocking shelves, housekeeping, and creating displays.
• Conduct regular inventory counts and ensure desired profitability by following pricing structures and achieving sales targets.
• 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 issues to management and outside sales staff.
• Sustain a team-oriented work environment by treating coworkers and customers with respect and professionalism.
• Report to work as scheduled, on time, every 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 cash and physical assets; report fraud or security concerns immediately.
• Assist in receiving, shipping, and general warehouse duties, including operating power equipment like forklifts.
• Perform all other 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, preferably in HVAC/R or a related industry.
• Front-line customer service experience.
• General knowledge of HVAC/R products, concepts, and industry, or ability to learn on the job.
• Proficiency with computers, point-of-sale systems, ERP systems, and Microsoft Office Suite.
• Ability to operate power equipment, such as forklifts, or willingness to learn.
• Strong interpersonal skills to build long-term customer relationships.
• Excellent organizational, multitasking, and prioritization skills; ability to work under pressure.
• Problem-solving skills and proactive approach to process optimization.
• Basic math skills (addition, subtraction, multiplication, division) and ability to read and follow written instructions.
• Polished and professional demeanor in person, online, and via phone.
• English proficiency (written and spoken) is required; multilingual skills are valued.

Forklift experience is preferred but not required.