Counter Sales Service Associate

Johnstone Supply - The Founders Group is a 3rd generation family-owned wholesale distributor for heating, cooling, and refrigeration supplies and equipment. We operate across 6 states as one of the nation’s largest HVAC/R distributors. We offer superior customer service, technical advice, training seminars, and feature the industry’s most respected catalog (available both digital and print) with more than 80,000 quality parts, supplies, and equipment. Our purpose is to keep our communities safe and comfortable.

About the role

Counter Sales Associates develop and maintain knowledge of new and existing products and inventory. In addition to counter sales responsibilities, they assist with receiving, shipping, and general warehouse duties, ensuring records are organized and filed daily. Counter Sales complete all transactions and necessary paperwork accurately and promptly.

Responsibilities

• Answer incoming telephone calls and greet customers, handling multiple requests simultaneously while maintaining a friendly and professional manner.
• Assist customers in making product selections by asking questions and actively listening to identify needs.
• Assist with system or product troubleshooting and answer technical questions.
• Identify alternate or substitute products to meet customer needs.
• Research and source products using point-of-sale systems, catalogs, websites, JXI, and industry contacts.
• Enter sales orders into a point-of-sale system for invoicing or cash payments.
• Process customer returns and warranties following company guidelines.
• Follow up on customer requests for information, quotes, alternative parts, and delivery dates.
• Proactively communicate with customers about expected delays or issues with their orders.
• Develop good working relationships and rapport with customers, greeting regulars by name.
• Maintain showroom cleanliness and appearance through stocking shelves, housekeeping, creating displays, etc.
• Resolve customer complaints and disputes in a timely, professional manner.
• Follow company pricing and credit guidelines.
• Support warehouse functions during idle times, including order fulfillment, shipping and receiving, stock movement, warehouse cleaning, and forklift operation.
• Adhere to all company safety policies and guidelines.
• Prepare and issue sales quotes following company guidelines and follow up to secure sales.
• Educate customers about available products and the benefits of shopping at Johnstone Supply.
• Increase customer satisfaction and store profitability by proactively recommending additional items and promotions.
• Promote surplus, sale, discounted, and obsolete inventory to maintain proper inventory levels.
• Communicate unexpected changes in product demand and inventory to purchasing or management.
• Participate in company promotional efforts, both in person and over the phone.
• Maintain knowledge of new and existing products through training, studying catalogs, and seeking knowledge from experienced staff and factory reps.
• Assist in receiving, shipping, and general warehouse duties.
• Organize and maintain appropriate records.

Requirements

• High school diploma or GED.
• 1-3 years of experience as a sales and service associate.
• Ability to communicate effectively, both verbally and in writing.
• Willingness to develop and maintain HVAC/R industry knowledge, including parts, supplies, applications, and local codes.
• Ability to type 30-50 WPM.

The ideal candidate exhibits our core values: Customer Focused, Accountable, Solutions-Minded, Always Learning, and Collaborative. We look for team members who demonstrate our 9 Winning Habits: Be a Great Teammate, Be Accountable, Have a Plan, Solve Problems, Have a Winning Attitude, Put Yourself in the Customer’s Shoes, Develop Yourself, Have Fun, and Lead People – Manage Processes.

Schedule

Monday - Friday, 8-hour shifts between 7:00am - 5:00pm.

Pay

$23 per hour.

Benefits

• Health insurance through UnitedHealthcare.
• 401K with employer match.
• Scholarship opportunities.
• Referral program.

All new hires must successfully pass employment verification through the E-Verify program, a background check, MVR screening (if applicable), and a pre-employment drug screen.