Counter Sales Associate Lead

Johnstone Supply LLC•Roseville, MI

7d•Onsite

About The Position

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts, and supplies has a great opportunity to join our team. Over the last seven decades Johnstone has grown into the industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google and Fujitsu, to provide contractors with world class products, technical expertise, and quality service. Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

Requirements

High School Diploma or G.E.D.
3+ years of related experience and/or training in a wholesale/retail environment in the HVAC/R or related industry, a minimum of 2 of which must be at Johnstone; or equivalent combination of education and experience.
Experience must include front counter waiting on customers.
Forklift experience required.
Forklift certification required, or willingness to obtain on the job.
Comprehensive knowledge of the full Johnstone catalog of HVAC/R equipment and products.
Expert knowledge of HVAC/R products, concepts, and the industry as a whole.
Demonstrated understanding and application of effective customer service techniques.
Familiarity with training assessment tools and data gathering methodologies such as surveys and focus groups.
Must be able to run a point-of-sale terminal, research HVAC/R items, and help prepare required sales and customer reports.
Proficiency with computers to look up and cross-reference parts/equipment, and capacity to learn new software.
Working knowledge of ERP systems and Microsoft Office Suite of products.
Skill in operation of power equipment, including forklift.
Ability to work independently and with teams.
Must be able to work with minimal supervision under stressful conditions and provide support/assistance to other Counter Sales Associates.
Ability to lead teams based on company and departmental goals. Capable of motivating positive behaviors amongst team members.
Acquired, specific (expert) knowledge in one or more given product lines (i.e., refrigeration, motors, compressors, refrigeration load calculations, commercial product lines, etc.).
Demonstrated ability to multitask, manage, and prioritize multiple projects while working under pressure. Displays a sense of urgency when needed.
Proactively seeks opportunities for optimizing processes and provides recommendations.
Analytical skills to evaluate ROI.
Problem-solving skills: listening to, interpreting, and meeting needs of others; diagnosing and rectifying problems.
Strong interpersonal skills. Ability to meet, service, and build long-term relationships with customers.
Ability to read and demonstrate basic math skills, including ability to add, subtract, multiply, divide; and calculate margins, discounts, and percentages.
Polished and professional demeanor in person, online, and via phone.
Excellent organizational skills.
Ability to follow written instructions and documented procedures.
English proficiency (written and spoken) is a core requirement for this position due to the nature of the work, safety regulations, and to ensure accurate communication and comprehension.

Nice To Haves

2+ years of customer service experience at Johnstone.

Responsibilities

Ensures smooth functioning of the counter and has proven overall knowledge of our counter sales products and systems through technical and on-the-job training and experience.
Fulfills customer HVAC/R product needs by providing HVAC/R information, technical support, and special ordering for customers while maintaining a team working environment and store profitability.
Stays apprised of all Johnstone sales and promotional programs with the goal to increase and strengthen the Company’s partnership with its clients, increase sales, and increase profitability.
Provides prompt, friendly, and professional service to Johnstone customers in-person and over the phone.
Acts as the principal trainer of newly hired counter sales associates and acts as a mentor for junior associates.
Provides and models the highest level of customer service. Greets customers who walk in the store; greets regular customers by name. Handles multiple customers and customer requests simultaneously while maintaining a friendly and professional manner. Develops good working relationships and rapport with customers.
Trains new Counter Sales Associates and provides support as needed with counter sales processes, policies, customer situations, or other needs encountered in the showroom.
Delegates tasks to other Counter Sales Associates to ensure all counter activities are completed efficiently.
Communicates messages and directives from branch leadership to Counter Sales Associate team.
Assists customers in making product selections by asking questions and actively listening to identify customer needs. Assists with system or product troubleshooting and resolves commonly encountered technical problems.
Recommends and orders products for customers. Identifies alternate or substitute products to meet customer needs. Proactively recommends additional items a customer might need and promotions that might interest them. Recommends and orders products not listed in the Johnstone catalog. Recognizes products most commonly purchased by customers.
Researches and sources product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, telephone, JXI, Neuco, and industry and store contacts. If a product is out-of-stock in their store, the employee researches where product is in-stock at neighboring branches and/or distribution centers, and coordinates transportation of product across branches to customer’s desired pick-up location.
Determines customer replacement HVAC parts according to inspection or verbal/description of the old part and customer requirements.
Responds to incoming sales calls; makes outgoing customer sales or service calls; and addresses customer complaints. Resolves customer disputes in a timely, professional manner that balances customer requests with business needs.
De-escalates customer complaints on behalf of Counter Sales Associate team.
Processes customer transactions by researching, entering, and printing quotes; processes warranties; balances cash drawers; creates credit invoices; processes pick/pack orders; and processes will-call back-order notifications. Process returns as needed. Completes all transactions and necessary paperwork accurately; maintains appropriate records as needed.
Follows up promptly on all customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates. Proactively communicates with customers about any expected delays or issues with their order. Reaches out to customers who haven’t picked up will-call orders yet.
Maintains and increases the company’s stature in the marketplace by maintaining the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc. Some examples of housekeeping include sweeping, mopping, cleaning bathrooms, and picking up trash.
Conducts regular inventory counts of products on store shelves.
Ensures desired level of profitability is obtained by consistently following the pricing structure established for the store; achieving sales targets; and following the sales process from start to finish in a desired manner as outlined by guidelines and standard operating procedures (SOP’s).
Maintains comprehensive knowledge of HVAC/R fundamentals and product lines by knowing the function of most products we carry, and where/how they are used; knowing the vendors we carry and their respective lines; knowing specific features and benefits of most commonly purchased products; staying informed of new products; and utilizing opportunities to further educate self, coworkers, and customers.
Uncovers and communicates sales lead information to outside sales staff and management.
Promotes surplus, sale, discounted, and obsolete inventory to customers in order to maintain proper inventory levels. Communicates unexpected increases or decreases in product demand and inventory to management as applicable.
Cross-trained in warehouse duties, such as receiving, shipping, and picking, and assists with those responsibilities as needed.
Communicates with warehouse staff to encourage efficient flow of products from back-of-house to front-of-house and vice versa.
Sustains a team-oriented work environment by treating fellow employees and customers with professionalism, respect, and attention to individual needs; effectively communicates customer needs, product requirements, sales opportunities, and personal issues to coworkers and management.
Principal trainer of new employees on Counter Sales duties, policies, procedures, and safety protocols.
Reports to work as scheduled, on time, every shift to support the high quality of customer service as required by company policy. Adapts schedule to support business needs. Might be asked to open and/or close store.
Steps up to ensure smooth operations when management is away.
Remains alert at all times for customer issues and concerns and takes action accordingly, referring to management as needed.
Safeguards the cash and physical assets of the store. Reports fraud and/or related security concerns to management immediately.
Monitors level of cleaning supplies and office supplies. Informs management when supplies run low.
Performs all other duties as assigned.
Offers his/her services wherever and whenever necessary to ensure the success of our endeavors.

Benefits

Competitive wage
Medical coverage
Dental coverage
Vision coverage
Supplemental care options
Competitive Paid Time Off (PTO)
Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
Holiday pay – we recognize and pay our employees for 7.5 holidays per year
Paid Parental Bonding Time
Employer subsidized medical, dental, and vision plans
Employer paid life insurance
Employer paid short-term disability
Voluntary long-term disability
Voluntary accident insurance
Voluntary critical illness insurance
Voluntary 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 opportunity to earn reduced medical costs
Employee Assistance Program (EAP) for you, and your family
Tuition reimbursement
Employee referral bonus program
Employee service milestone recognition program