Counter Sales Service Associate

Johnstone Supply - The Founders Group•Seattle, WA

22d•Onsite

About The Position

The Counter Sales Service Associate is responsible for providing excellent customer service at the branch counters by pulling orders, troubleshooting questions regarding proper parts and purchases, and overall serving as the face of Johnstone Supply to internal and external customers. Counter Sales Associates must have exceptional knowledge of new and existing products and inventory. In addition to counter sales responsibilities, they are to assist with receiving, shipping, and general warehouse duties. Ensuring records are organized and filed daily. Counter Sales will also complete all transactions and necessary paperwork accurately and promptly.

Requirements

Requires a high school diploma or general education degree GED
A minimum of two years of related experience and/or training in the HVAC/R industry.
Must have 1-3 years of experience as a sales and service associate.
Must be able to communicate effectively, both verbally and in writing.

Responsibilities

Answer incoming telephone calls and greet customers.
Handle multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.
Assist customers in making product selections by asking questions and actively listening to identify customer needs.
Assist with the system or product troubleshooting and answer technical questions.
Identify alternate or substitute products to meet customer needs.
Research and source products for customers using various tools, including point-of-sale computer systems, catalogs, websites, JXI, and industry and store contacts.
Enter sales orders into a point-of-sale computer system for invoicing or cash payments.
Process customer returns and warranties following company guidelines.
Follow up on all customer requests for information, quotes, alternative parts, and delivery dates.
Proactively communicate with customers about any expected delays or issues with their orders.
Develop good working relationships and rapport with customers. Greet regulars by name.
Maintain the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc.
Resolve customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.
Drive to the customer location with a company vehicle and replenish bin stock.
Follow company pricing and credit guidelines.
Prepare and issue sales quotes following company guidelines. Follow up on quotes to secure sales.
Educate customers/prospects re: the variety of products available for sale and the benefits of shopping at Johnstone Supply.
Increase customer satisfaction and store profitability by proactively recommending additional items a customer might need and promotions that might interest them.
Promote surplus, sale, discounted, and obsolete inventory to customers to maintain proper inventory levels.
Communicate unexpected increases or decreases in product demand and inventory to purchasing or management.
Maintain knowledge of new and existing products and inventory by participating in training, studying Johnstone and industry catalogs and websites, and seeking knowledge from experienced staff members and factory reps.
Assist in receiving, shipping and general warehouse duties.
Organize and maintain appropriate records.
Complete all transactions and necessary paperwork accurately and promptly.