Counter Sales New Braunfels

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 throughout 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 value the contributions of our customers, partners, and employees.

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 client partnerships, increase sales, and drive 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 their needs and assist in product selections.
• Assist with system or product troubleshooting and resolve commonly encountered technical problems.
• Recommend and order products for customers, including alternative or substitute products to meet their needs.
• Proactively suggest additional items or promotions that may interest customers.
• Research and source products using tools such as point-of-sale systems, catalogs, websites, JXI, Neuco, and industry contacts.
• Coordinate product transfers from neighboring branches or distribution centers if items are out-of-stock locally.
• Determine customer replacement HVAC parts based on inspection or verbal descriptions of old parts and customer requirements.
• Respond to incoming sales calls, make outgoing customer service calls, and address customer complaints professionally.
• Resolve customer disputes in a timely manner, balancing customer requests with business needs.
• Process customer transactions, including quotes, warranties, cash drawer balancing, credit invoices, pick/pack orders, and will-call notifications.
• Process returns and complete all necessary paperwork accurately.
• Follow up promptly on customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates.
• Proactively communicate any expected delays or issues with customer orders.
• Reach out to customers who haven’t picked up will-call orders.
• Maintain the cleanliness and appearance of the showroom through stocking shelves, housekeeping, and creating displays (e.g., sweeping, mopping, cleaning bathrooms).
• 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 and unexpected changes in product demand or inventory to management.
• Foster a team-oriented work environment by treating coworkers and customers with professionalism, respect, and attention to individual needs.
• Report to work as scheduled, on time, for 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 assets, including cash, and report any fraud or security concerns to management immediately.
• Assist with receiving, shipping, and general warehouse duties, including operating power equipment like forklifts.
• Perform additional duties as assigned, adhering to company values and contributing to the success of the team.

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 a wholesale/retail environment in the HVAC/R or related industry.
• Preferred: 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, researching HVAC/R items, and preparing sales and customer reports.
• Ability to use computers to look up and cross-reference parts/equipment, with a capacity to learn new software.
• Working knowledge of ERP systems and Microsoft Office Suite.
• Skill in operating power equipment, such as forklifts, or ability to learn on the job.
• Ability to work independently and collaboratively in teams.
• Demonstrated ability to multitask, manage, and prioritize multiple projects under pressure.
• Strong problem-solving skills, including listening, interpreting, and meeting the needs of others.
• Excellent interpersonal skills and ability 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 due to the nature of the work and safety regulations.

Physical Demands

• Regularly required to sit, stand, and walk on a concrete floor for much of the workday.
• Frequently required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• Frequently required to lift and carry and/or move up to 50 pounds; may lift heavier weights with mechanical assistance or team support.
• For driving duties (if applicable), required to sit for long periods and may experience bouncing and vibration.
• Frequently required to talk or hear.
• Special vision requirements include near vision, distance vision, peripheral vision, 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 the needs of those we serve.
• One Team: Collaborate with a focus on common goals and leverage team strengths.
• Own It: Act with initiative, urgency, and pride; do things right the first time with integrity.
• Innovate: Embrace and drive change that leads to continuous improvement and customer-valued solutions.

Benefits

• Competitive wage.
• Medical, dental, and vision coverage, with options for supplemental care.
• Competitive Paid Time Off (PTO).
• Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting.
• Paid holidays (7.5 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.
• Employee referral bonus program.
• Employee service milestone recognition program.