Counter Sales Associate I

Johnstone Supply LLC•Genoa Charter Township, MI

About The Position

The Counter Sales Associate I fulfills customer HVAC/R product needs by providing product information, technical support, and special ordering while supporting a team-oriented environment and store profitability. The associate stays informed about sales and promotional programs to strengthen customer relationships, increase sales, and improve profitability. They provide prompt, friendly, professional service to customers in person and by phone. The role includes helping customers select, troubleshoot, and source products; recommending alternatives and additional items; identifying replacement HVAC parts; and coordinating product availability across branches and distribution centers. The associate handles sales calls, customer complaints, quotes, warranties, transactions, returns, order follow-up, and related paperwork. They also maintain the showroom, count inventory, support warehouse activities, communicate sales and inventory information, and safeguard store assets. The position requires general knowledge of HVAC/R products and the ability to learn, effective customer service, computer and point-of-sale skills, and the ability to work independently and with a team. The work involves substantial time sitting, standing, and walking on concrete, along with reaching, climbing or balancing, bending, kneeling, crouching or crawling, and frequently lifting or carrying up to 50 pounds. Mechanical or team assistance is required for heavier loads.

Requirements

High school diploma or GED, plus at least 1 year of related experience and/or training in a wholesale or retail environment, or an equivalent combination of education and experience.
Required experience must include frontline customer service.
General knowledge of HVAC/R products, concepts, and the industry, or the ability to learn on the job.
Demonstrated 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 to look up and cross-reference parts and equipment, and the capacity 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 as part of a team.
Ability to multitask, manage and prioritize multiple projects under pressure, and demonstrate urgency when needed.
Problem-solving ability, including listening to and interpreting others' needs and diagnosing and resolving problems.
Strong interpersonal skills and ability to serve customers and build long-term relationships.
Basic reading and math skills, including addition, subtraction, multiplication, and division.
Professional demeanor in person, online, and by phone.
Excellent organizational skills and ability to follow written instructions and documented procedures.
English proficiency, written and spoken, is required for the work, safety regulations, and accurate communication.
Ability to sit, stand, and walk on concrete for much of the workday; reach; climb or balance; stoop, kneel, crouch, or crawl; and 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 extended periods and tolerate bouncing and vibration.
Ability to talk and hear frequently; near, distance, peripheral, and color vision are required.

Nice To Haves

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

Responsibilities

Provide prompt, friendly, and professional service to customers in person and over the phone.
Greet customers, manage multiple requests, and build positive working relationships and rapport.
Identify customer needs by asking questions and listening; assist with product selection, system troubleshooting, and common technical problems.
Recommend, research, source, and order products, including alternatives, substitute products, and items not listed in the catalog.
Research product availability using point-of-sale systems, catalogs, websites, telephone, JXI, Neuco, and industry and store contacts.
Coordinate transfers from neighboring branches or distribution centers when products are out of stock at the store.
Determine replacement HVAC parts based on inspection or customer descriptions and requirements.
Handle incoming sales calls, make outgoing sales or service calls, and resolve customer complaints and disputes professionally.
Process quotes, warranties, cash drawer balancing, credit invoices, pick/pack orders, will-call back-order notifications, and returns; complete required paperwork and records accurately.
Follow up on customer information requests, quotes, bids, alternative parts, delivery dates, delays, and uncollected will-call orders.
Maintain showroom cleanliness and appearance by stocking shelves, housekeeping, and creating 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 develop knowledge of HVAC/R fundamentals, products, vendors, product features, and new offerings; educate self, coworkers, and customers.
Communicate sales leads to outside sales staff and management, and report unexpected changes in product demand or inventory.
Support a professional, respectful, team-oriented work environment and communicate customer needs and relevant issues to coworkers and management.
Report to work on time as scheduled and address customer issues, referring them to management when appropriate.
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 an 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.