Counter Sales Specialist

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 value the contributions of our customers, partners, and employees as we continue to grow.

Responsibilities

• Provide HVAC/R product information, technical support, and special ordering for customers while maintaining a team-oriented environment and store profitability.
• Stay informed about Johnstone sales and promotional programs to strengthen client 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 actively listening to identify needs and assist with product selections.
• Troubleshoot systems or products and resolve common technical issues.
• Recommend, order, and identify substitute products to meet customer needs; suggest additional items or promotions.
• Research and source products using tools like 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 replacement HVAC parts based on inspection or customer descriptions.
• Respond to incoming sales calls, make outgoing customer calls, and address complaints professionally.
• Process customer transactions, including quotes, warranties, cash drawer balancing, credit invoices, pick/pack orders, and will-call notifications.
• Follow up on customer requests for information, quotes, bid follow-ups, alternative parts, and delivery updates.
• Maintain showroom cleanliness and appearance through stocking shelves, housekeeping, and creating displays.
• Conduct regular inventory counts and ensure profitability by adhering to pricing structures and sales targets.
• Maintain thorough knowledge of HVAC/R fundamentals, product lines, vendors, and new products.
• Communicate sales leads to outside sales staff and management; promote surplus or discounted inventory.
• Foster a team-oriented environment by treating colleagues and customers with respect and professionalism.
• Report to work on time for every scheduled shift and remain alert to customer needs.
• Safeguard store assets and report security concerns immediately.
• Assist with receiving, shipping, and general warehouse duties, including forklift operation.
• Perform additional duties as assigned to support company success.

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, including 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.
• Proficiency in customer service techniques and point-of-sale systems.
• Ability to research HVAC/R items and prepare sales/customer reports.
• Computer proficiency for part/equipment lookup and learning new software.
• Working knowledge of ERP systems and Microsoft Office Suite.
• Ability to operate power equipment, including forklifts.
• Strong multitasking, prioritization, and problem-solving skills.
• Proactive approach to process optimization and teamwork.
• Excellent interpersonal and relationship-building skills.
• Basic math skills (addition, subtraction, multiplication, division).
• Professional demeanor in person, online, and via phone.
• Strong organizational skills and ability to follow written instructions.
• English proficiency (written and spoken) is required; multilingual skills are valued.

Physical Demands

• Ability to sit, stand, and walk on concrete floors for extended periods.
• Regularly reach with hands and arms; climb, balance, stoop, kneel, crouch, or crawl.
• Frequently lift and carry up to 50 pounds; lift heavier items with mechanical assistance or team support.
• For driving duties (if applicable), ability to sit for long periods and tolerate bouncing/vibration.
• Frequent talking or hearing; special vision requirements include near, distance, peripheral, and color vision.

Company Values

• Safety: Prioritize safety at work and home, ensuring a safe work environment for all.
• Customer Focused: Anticipate and respond quickly to customer needs.
• One Team: Collaborate, focus on common goals, and leverage team strengths.
• Own It: Act with urgency, integrity, and pride; do things right the first time.
• Innovate: Embrace change to drive continuous improvement and customer-valued solutions.

Benefits

• Competitive wage and 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 days 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 and employee referral bonus program.
• Employee service milestone recognition program.