Counter Sales Associate I

Johnstone Supply LLC • Orion Charter Township, MI

1d

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 work environment and store profitability. The associate provides prompt, friendly, professional service in person and over the phone, stays informed about sales and promotional programs, and works to strengthen customer relationships, increase sales, and improve profitability.

The role includes helping customers select and troubleshoot products; researching, sourcing, recommending, and ordering items; identifying replacement HVAC parts; managing sales calls and customer issues; processing transactions, quotes, warranties, returns, and related paperwork; and following up on customer requests and orders. The associate also maintains showroom cleanliness and inventory, supports sales targets and pricing procedures, keeps current on HVAC/R products, communicates leads and inventory changes, safeguards store assets, and assists with receiving, shipping, and general warehouse work.

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.
• Related experience must include front-line customer service.
• General knowledge of HVAC/R products, concepts, and the industry, or the 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 to look up and cross-reference 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 as part of a team.
• Ability to multitask, manage and prioritize multiple projects under pressure, and demonstrate urgency when needed.
• Ability to identify process improvements and provide recommendations.
• Problem-solving skills, 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.
• 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 writing and speaking is required.
• 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 lifting requires mechanical or team assistance.
• For driving duties, if applicable, ability to sit for extended periods and tolerate bouncing and vibration.
• Frequently talk or hear; vision requirements include 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 are valued.

Responsibilities

• Provide prompt, friendly, and professional service to customers in person and over the phone, building rapport and handling multiple requests.
• Identify customer needs by asking questions and listening, assist with product selections, and troubleshoot commonly encountered product or system issues.
• Recommend and order products, suggest alternatives and complementary items, and identify relevant promotions.
• Research and source products using point-of-sale systems, catalogs, websites, telephone, JXI, Neuco, and industry and store contacts.
• Locate out-of-stock products at nearby branches or distribution centers and coordinate transportation to the customer's preferred pickup location.
• Determine replacement HVAC parts based on inspection or customer descriptions and requirements.
• Handle incoming sales calls, make outgoing sales or service calls, respond to complaints, and resolve disputes professionally.
• Process transactions and paperwork, including quotes, warranties, cash drawer balancing, credit invoices, pick/pack orders, will-call back-order notifications, and returns.
• Follow up on customer information requests, quotes, bids, alternative parts, delivery dates, and uncollected will-call orders; proactively communicate delays or issues.
• Maintain showroom cleanliness and appearance through 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 general knowledge of HVAC/R fundamentals, products, vendors, product features, and new products; pursue and support learning.
• Communicate sales leads to outside sales staff and management, and report unusual product demand or inventory changes.
• Contribute to a professional, respectful, team-oriented work environment and communicate customer and product needs to coworkers and management.
• Report to work as scheduled and on time, monitor customer issues, and refer concerns to management as appropriate.
• Safeguard store cash and physical assets and promptly report suspected fraud or security concerns.
• Assist with receiving, shipping, and general warehouse duties.
• Perform other duties as assigned and provide support wherever needed to help ensure the success of the company.

Benefits

• Competitive wage.
• Competitive paid time off (PTO).
• 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 (HSA) with employer contribution and flexible spending accounts (FSA).
• Wellbeing program with an opportunity 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED