Counter Sales Service Associate

About the role

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. Johnstone Supply offers superior customer service, technical advice and training seminars and features the industry’s most respected catalog (available both digital and online) featuring more than 80,000 quality parts, supplies and equipment. Our purpose is to keep our communities safe & comfortable!

Work schedule

Monday – Friday, 40 hours per week between the business hours of 7am – 5pm.

Essential duties and responsibilities

• Answer incoming telephone calls and greet customers. Handle multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.
• Assist customers in making product selections by asking questions and actively listening to identify customer needs.
• Assist with the system or product troubleshooting and answer technical questions.
• Identify alternate or substitute products to meet customer needs.
• Research and source products for customers using various tools, including point-of-sale computer systems, catalogs, websites, JXI, and industry and store contacts.
• Enter sales orders into a point-of-sale computer system for invoicing or cash payments.
• Process customer returns and warranties following company guidelines.
• Follow up on all customer requests for information, quotes, alternative parts, and delivery dates.
• Proactively communicate with customers about any expected delays or issues with their orders.
• Develop good working relationships and rapport with customers. Greet regulars by name.
• Resolve customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.
• Drive to the customer location with a company vehicle and replenish bin stock.
• Follow company pricing and credit guidelines.
• Prepare and issue sales quotes following company guidelines. Follow up on quotes to secure sales.
• Educate customers/prospects re: the variety of products available for sale and the benefits of shopping at Johnstone Supply.
• Increase customer satisfaction and store profitability by proactively recommending additional items a customer might need and promotions that might interest them.
• Promote surplus, sale, discounted, and obsolete inventory to customers to maintain proper inventory levels. Communicate unexpected increases or decreases in product demand and inventory to purchasing or management.
• Maintain knowledge of new and existing products and inventory by participating in training, studying Johnstone and industry catalogs and websites, and seeking knowledge from experienced staff members and factory reps.
• Aid in receiving, shipping and general warehouse duties.
• Organize and maintain appropriate records.
• Complete all transactions and necessary paperwork accurately and promptly.

Qualifications and experience

• Requires a high school diploma or general education degree GED and a minimum of two years of related experience and/or training in the HVAC/R industry.
• Must have 1-3 years of experience as a sales and service associate.
• Must be able to communicate effectively, both verbally and in writing.
• Skill and ability to type 30-50 wpm, operate a computer, use 10 keys or calculator, organized and prioritize work, meet deadlines, prioritize and handle multiple tasks and able to operate office equipment.
• Good written and verbal communication skills along with good listening skills. Forklift experience.

Other details

• We offer competitive benefits, including health insurance through UnitedHealthcare, 401K with employer match, scholarship opportunities, a referral program, and much more!
• Johnstone Supply – The Founders Group participates in E-Verify. All new hires must be able to successfully pass employment verification through the E-Verify program.
• All new hires must be able to successfully pass a background check, MVR screening (if applicable, for roles with driving responsibilities), and a pre-employment drug screen.