Counter Sales Associate I

Johnstone Supply LLC•North Charleston, SC

About The Position

The Counter Sales Associate I fulfills customers’ HVAC/R product needs by providing product information, technical support, product sourcing, and special ordering. The role provides prompt, friendly, and professional service in person and over the phone while helping strengthen customer relationships, increase sales, and support store profitability. The associate stays informed about sales and promotional programs, product lines, vendors, and HVAC/R fundamentals. The position combines customer service and sales with transaction processing, follow-up, inventory, showroom upkeep, and general warehouse duties. It requires coordinating product availability across branches and distribution centers, accurately handling quotes, orders, returns, warranties, and related paperwork, and communicating customer needs and sales opportunities to coworkers and management. The associate is also expected to work reliably as part of a team, follow store procedures, and safeguard store cash and physical assets.

Requirements

High school diploma or GED; at least 1 year of related wholesale or retail experience and/or training, or an equivalent combination of education and experience.
Required experience must include front-line customer service.
General knowledge of HVAC/R products, concepts, and the industry, or ability to learn on the job.
Understanding and application of effective customer service techniques.
Ability to operate a point-of-sale terminal, research HVAC/R items, and help prepare sales and customer reports.
Computer proficiency for looking up and cross-referencing parts and equipment, and ability to learn new software.
Working knowledge of ERP systems and Microsoft Office Suite.
Ability to operate power equipment, including a forklift, or learn on the job.
Ability to work independently and with teams.
Ability to multitask, manage and prioritize projects under pressure, and demonstrate urgency when needed.
Ability to identify process improvements and provide recommendations.
Problem-solving skills, including listening to, interpreting, and meeting others’ needs and diagnosing and resolving problems.
Strong interpersonal skills and ability to build long-term customer relationships.
Basic reading and math skills, including addition, subtraction, multiplication, and division.
Polished and professional demeanor in person, online, and by phone.
Excellent organizational skills and ability to follow written instructions and documented procedures.
English proficiency in written and spoken communication.
Ability to sit, stand, and walk on concrete for much of the workday; regularly reach, climb or balance, and stoop, kneel, crouch, or crawl.
Ability to frequently lift, carry, or move up to 50 pounds; heavier items require mechanical or team assistance.
For driving duties, if applicable, ability to sit for long periods and tolerate bouncing and vibration.
Ability to talk or hear frequently; near, distance, peripheral, and color vision.

Nice To Haves

At least 1 year of wholesale or retail experience in the HVAC/R or a related industry.
Forklift experience.
Multilingual skills.

Responsibilities

Provide prompt, friendly, professional in-person and phone service; greet customers and build rapport.
Identify customer needs by asking questions and listening, assist with product selections, and troubleshoot common product or system issues.
Recommend and order products, including substitutes and items not listed in the catalog, and suggest relevant additional products and promotions.
Research and source products using point-of-sale systems, catalogs, websites, telephone, JXI, Neuco, and industry or store contacts.
Locate out-of-stock products at nearby branches or distribution centers and coordinate transportation to the customer’s requested pickup location.
Identify replacement HVAC/R parts based on inspection or customer descriptions and requirements.
Handle incoming sales calls, make outgoing sales or service calls, and address complaints and disputes professionally.
Process quotes, warranties, cash drawer balancing, credit invoices, pick/pack orders, will-call back-order notifications, returns, and associated records and paperwork.
Follow up on customer information requests, quotes, bids, alternative parts, and delivery dates; communicate delays and remind customers about uncollected will-call orders.
Maintain showroom cleanliness and appearance through stocking, housekeeping, and displays.
Conduct regular inventory counts of products on store shelves.
Follow store pricing structures and sales procedures and work toward sales targets and profitability goals.
Maintain and build knowledge of HVAC/R products, vendors, product features, and industry fundamentals; educate self, coworkers, and customers.
Communicate sales leads to outside sales staff and management and report unexpected changes in product demand or inventory.
Contribute to a professional, respectful, team-oriented work environment and communicate customer and product needs to coworkers and management.
Report to work on time as scheduled and respond to customer concerns, referring issues to management when needed.
Safeguard store cash and physical assets and promptly report fraud or security concerns.
Assist with receiving, shipping, and general warehouse duties.
Perform other duties as assigned.

Benefits

Competitive wage.
Competitive paid time off.
Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting.
Holiday pay for 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 and telehealth options.
Health Savings Account with employer contribution and flexible spending accounts.
Wellbeing program with the opportunity to earn reduced medical costs.
Employee Assistance Program for employees and their families.
Tuition reimbursement.
Employee referral bonus program.
Employee service milestone recognition program.