Counter Sales Associate II

Johnstone Supply LLC•Richland, MS

About The Position

The Counter Sales Associate II serves HVAC/R customers in person and by phone, providing product information, technical support, troubleshooting, product research, recommendations, special ordering, and sales assistance. The role requires established knowledge of counter sales products and systems, developed through training and experience. The associate supports customer satisfaction, store profitability, sales growth, and the company’s customer relationships while contributing to a professional, team-oriented work environment. The position also handles sales transactions and related records, maintains product knowledge and inventory, supports showroom upkeep and warehouse activities, and follows company pricing, sales, safety, and operating procedures. The role involves frequent customer interaction and physical activity, including standing and walking on concrete, handling merchandise, and using a forklift.

Requirements

High school diploma or GED.
At least 2 years of related experience and/or training in a wholesale or retail environment in the HVAC/R or a related industry, or an equivalent combination of education and experience.
Experience must include serving customers at a front counter.
Forklift experience; forklift certification is required or the employee must be willing to obtain it on the job.
Strong knowledge of HVAC/R products, concepts, and the industry.
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 for looking up and cross-referencing parts and equipment, and ability to learn new software.
Working knowledge of ERP systems and Microsoft Office Suite.
Skill in operating power equipment, including a forklift.
Ability to work independently and as part of a team; multitask, manage priorities, and work under pressure with a sense of urgency.
Ability to identify process improvements and make recommendations.
Problem-solving skills, including listening to, interpreting, and meeting 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 both written and spoken communication.
Ability to sit, stand, and walk on concrete for much of the workday; 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 extended periods and tolerate bouncing and vibration.
Ability to talk and hear frequently; near, distance, peripheral, and color vision.

Nice To Haves

Multilingual skills are valued.

Responsibilities

Greet walk-in customers, serve customers by phone, handle multiple requests professionally, and build customer rapport.
Ask questions and listen to identify customer needs; help customers select products and resolve common system or product problems.
Recommend, research, source, and order products, including substitutes and items not listed in the catalog; identify related items and relevant promotions.
Use the point-of-sale system, catalogs, websites, JXI, Neuco, phone, and industry or store contacts to research products and availability.
Coordinate product transfers from neighboring branches or distribution centers when items are out of stock.
Identify replacement HVAC parts using inspection or customer-provided descriptions and requirements.
Handle incoming sales calls, make outgoing customer sales or service calls, and resolve complaints and disputes professionally.
Process quotes, warranties, cash transactions, credit invoices, pick/pack orders, will-call back-order notifications, returns, and related paperwork and records.
Follow up on information requests, quotes, bids, alternative parts, and delivery dates; notify customers of delays and remind them about uncollected will-call orders.
Maintain showroom cleanliness and appearance by stocking shelves, housekeeping, and creating displays.
Conduct regular inventory counts and communicate unusual demand or inventory changes to management.
Meet profitability and sales goals by following store pricing, sales processes, guidelines, and standard operating procedures.
Maintain knowledge of HVAC/R fundamentals, products, vendors, product features, and new products; pursue and share learning opportunities.
Identify sales leads and communicate them to outside sales staff and management.
Promote surplus, sale, discounted, and obsolete inventory to customers.
Support a respectful, team-oriented work environment and communicate customer needs, product requirements, sales opportunities, and relevant issues to coworkers and management.
Report to work as scheduled and on time; monitor customer issues and refer concerns 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 assigned duties.

Benefits

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 the 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.