Inside Sales Representative

About the role

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, offers an opportunity to join a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers. 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

• Service the needs of a specific market or group (e.g., GSA customers or Unitary Product partners).
• Work with purchasing to maintain adequate inventory levels to meet client needs.
• Assist customers by answering questions, responding to needs, taking orders, and entering them accurately into the system.
• Apply processes and procedures, including credit guidelines, when assisting customers.
• Maintain pricing structures required by customers and create reference guides for sales and store teams.
• Use electronic and published catalogs to research, provide product, pricing, and availability information.
• Provide solutions to customer problems and seek assistance from supervisors or sales teams as needed.
• Ensure orders are shipped according to customer instructions.
• Support sales goals through cross-selling, up-selling, add-on sales, and promoting sales items.
• Participate in sales promotions, including promoting new products and selling overages, damaged, or discontinued items.
• Handle customer complaints, issues, and returns professionally, seeking assistance as needed.
• Collaborate with other departments to resolve customer service issues promptly.
• Assist in scheduled physical inventory counts and special projects as assigned.
• Drive sales activity through outbound sales calls as directed by management.
• Support the sales team as needed, under the direction of the Sales Manager.
• Monitor and respond to the toll-free order hotline and other incoming calls.
• Adhere to all company policies, procedures, standards, and business ethics codes.
• Attend meetings and trainings as required by management.
• Perform all other duties as assigned, with an expectation to contribute beyond assigned responsibilities.

Requirements

• High School Diploma or GED (required).
• Minimum 1 year in a customer service-focused position.
• Minimum 2 years of HVAC/R product knowledge.
• Preferred: Minimum 2 years in a similar position.

Skills

• Superior customer service skills.
• Demonstrated tenacity in achieving and growing sales goals.
• Understanding and application of effective sales strategies and techniques.
• Knowledge of HVAC/R products or ability to quickly learn company products and services.
• High attention to detail and follow-through on commitments.
• Ability to manage time in a deadline-driven environment and adapt to changing priorities.
• Effective listening, verbal, written, and electronic communication skills.
• Ability to handle difficult customers and situations with diplomacy and tact.
• Ability to work as part of a team and collaborate with a wide range of people.
• Capability to follow written instructions and apply processes to decision-making.
• Proficiency in Microsoft Office products and ability to utilize company technologies.
• Adherence to company policies, procedures, and business ethics codes.
• Maintains professionalism in all communications with customers and coworkers.
• English proficiency (written and spoken) is required; multilingual skills are valued.

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.