Counter Sales Associate

Johnstone Supply LLC•Lakeland, FL

About The Position

The Counter Sales Associate I fulfills customers’ HVAC/R product needs by providing product information, technical support, and special ordering while contributing to a team-oriented work environment and store profitability. The associate provides prompt, friendly, professional service in person and over the phone, builds customer relationships, stays informed about sales and promotional programs, and works to increase sales and strengthen customer partnerships. The role includes helping customers select and troubleshoot products, sourcing and ordering items, identifying replacement parts and alternatives, and coordinating transfers from nearby branches or distribution centers. The associate handles sales calls and complaints, follows up on quotes and orders, processes transactions and returns, maintains accurate records, supports showroom upkeep and inventory counts, and assists with receiving, shipping, and general warehouse duties. The role also requires maintaining knowledge of HVAC/R products and vendors, communicating sales leads and inventory changes, safeguarding store assets, and supporting coworkers and management as needed. The position requires frequent customer interaction and work in a retail/wholesale store environment. Duties involve standing, walking, and moving on concrete flooring, handling products, and occasional warehouse and housekeeping tasks. Johnstone Supply offers competitive wages and a range of health, financial, time-off, and professional development benefits.

Requirements

High school diploma or GED, and at least 1 year of related experience and/or training in a wholesale or retail environment, or an equivalent combination of education and experience.
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 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.
Problem-solving ability, 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 written and spoken communication.
Ability to sit, stand, and walk on concrete flooring 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.
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; develop strong customer relationships.
Handle multiple customer requests simultaneously and identify needs through questions and active listening.
Assist customers with product selection, system or product troubleshooting, and commonly encountered technical problems.
Recommend, research, source, and order products, including alternatives, substitutes, special orders, and items not listed in the catalog.
Coordinate product transfers from neighboring branches or distribution centers when items are out of stock.
Identify replacement HVAC parts using inspection or customer descriptions and requirements.
Respond to incoming sales calls, make outgoing sales or service calls, address complaints, and resolve disputes professionally.
Research, enter, and print quotes; process warranties, credit invoices, pick/pack orders, returns, will-call back-order notifications, and other transactions and paperwork accurately.
Balance cash drawers and maintain appropriate customer and transaction records.
Follow up on information requests, quotes, bids, alternative parts, delivery dates, order 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, sales processes, guidelines, and standard operating procedures to support sales targets and profitability.
Maintain general knowledge of HVAC/R fundamentals, products, vendors, product features, and new products; support education of self, coworkers, and customers.
Communicate sales leads to outside sales staff and management and report unexpected changes in product demand or inventory.
Support a team-oriented environment through professional, respectful communication with coworkers and management.
Report to work on time as scheduled and respond to customer issues, escalating to management as needed.
Safeguard store cash and physical assets and immediately report fraud or security concerns.
Assist with receiving, shipping, and general warehouse duties.
Perform other duties as assigned and provide support wherever and whenever needed to help the company succeed.

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.
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.