Counter Sales Supervisor

Johnstone Supply LLC•Grand Prairie, TX

10d•Onsite

About The Position

Now is the best time to join Johnstone Supply. As our new Counter Sales Supervisor, you will be the architect of the customer experience for our customers; Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service. This role is ideal for a hands-on leader who enjoys building relationships, and is committed to operational excellence. The Branch Manager plays a vital role in ensuring the branch runs smoothly while delivering outstanding service to customers. The Counter Sales Supervisor ensures smooth operation of the counter sales function within a branch location. The Counter Sales Supervisor is responsible for performing and overseeing day-to-day sales activities for the branch, including coordinating the flow of orders and communications between the counter and the warehouse team, resulting in an excellent level of customer service. In this role, the employee ensures counter sales staff are kept 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. May assist Branch Manager by providing recommendations related to staffing, budget, and fulfillment of the branch’s financial objectives.

Requirements

High school diploma or general education degree (G.E.D.); 3+ years related experience and/or training; or equivalent combination of education and experience. Experience must include front counter waiting on customers.
Minimum of 1 year working in a lead or supervisory capacity in a wholesale/retail environment, preferably in HVAC/R or related industry.
Experience operating forklift and other warehouse equipment safely and competently.
Experience with OSHA and safety regulations and procedures.
Comprehensive knowledge of the full Johnstone catalog of HVAC/R equipment and products.
Comprehensive knowledge of HVAC/R products, concepts, and the industry as a whole.
Demonstrated understanding and application of effective customer service techniques.
Ability to read and demonstrate basic math skills, including ability to add, subtract, multiply, divide, and calculate margins, discounts, and percentages. Analytical skills to evaluate ROI.
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.
Ability to efficiently utilize necessary technology to complete tasks. Proficiency with computers to look up and cross-reference parts/equipment, and capacity to learn new software.
Working knowledge of ERP systems, RF equipment, and Microsoft Office Suite of products.
Ability to work safely in all job tasks and model safe working practices for others. Familiarity with OSHA regulations for safe equipment operations.
Skill in operation of power equipment, including forklift, electric pallet jack, and cherry picker. Ability to operate a lift gate safely and effectively.
Ability to lift, push, pull, and maneuver large/heavy products or pieces of equipment while working within established safety guidelines.
Must be able to work with minimal supervision under stressful conditions.
Ability to lead teams based on company and departmental goals. Capable of motivating positive behaviors amongst team members.
Ability to communicate information across different individuals, departments, and external parties in order to influence attitudes and actions.
Knowledge of human resource management principles, including hiring, training and orienting, coaching, and evaluating employees, as well as providing discipline when necessary.
Ability to plan, organize, and direct the activities of subordinates.
Strong ability to multitask; skilled at prioritizing work, managing time, and working efficiently. Strict attention to detail, highly organized, and works with a sense of urgency.
Proactively seeks opportunities for optimizing processes and provides recommendations.
Problem-solving skills: listening to, interpreting, and meeting needs of others; diagnosing and rectifying problems.
Ability to get along with others in the workplace and resolve issues by working cooperatively and professionally; strong customer service skills.
Ability to demonstrate considerable tact and diplomacy in dealing with others and maintain relationships.
Polished and professional demeanor in person, online, and via phone.
Ability to follow written instructions, complete paperwork, and write necessary documentation.
While multilingual skills are valued, 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
Forklift certification required, or willingness to obtain on the job.

Nice To Haves

Experience using ERP software in a warehouse environment.
Knowledge of HVAC/R wholesale industry, principles, and practices.

Responsibilities

Fosters a cohesive and productive team through collaboration, inclusion, and teamwork. Leads by example and models exceptional customer service. Develops good working relationships and rapport with customers.
Ensures customers receive prompt, professional service both in person and over the phone by establishing standards, monitoring interaction quality, and enforcing standards. Works directly with customers, especially during busy times or with key customer accounts.
Ensures proper communication between counter sales and warehouse teams that results in timely and accurate orders going to the warehouse for product picking, staging, and shipment.
Conducts regular inventory counts of products on store shelves. Ensures shelves are replenished frequently. Communicates unexpected increases or decreases in product demand and inventory to management as applicable.
Works in conjunction with Outside Sales to determine customer needs and implement sales programs/promotions. Ensures counter sales staff increase sales through add-on and suggestive selling techniques.
Verifies counter sales staff follow established pricing structure and maintain appropriate records. Ensures branch sales receipts are balanced and processed daily in accordance with policies. Supports accounts receivable activities by following up as requested.
Maintains the highest standards in cleanliness and appearance of the showroom. Ensures showroom merchandising and appearance contribute to sales goals.
Supports Branch Manager in ensuring that customer complaints/disputes are resolved in a timely, professional manner. De-escalates customer complaints on behalf of counter sales team.
Maintains comprehensive knowledge of HVAC/R fundamentals and product inventory in order to aid customers with product selection and/or troubleshooting.
Cross-trained in warehouse duties, such as receiving, shipping, and picking, and assists with those responsibilities as needed.
Maintains department staff by conducting interviews in the hiring process and making recommendations; conducts and/or ensures the training of new employees and ongoing training of existing employees; provides coaching, counseling, and disciplining for employees as necessary; and participates in and delivers mid-year and annual performance reviews.
Communicates messages and directives from branch leadership to counter sales team. Ensures immediate supervisor is up-to-date and knowledgeable regarding branch operations.
Steps up to ensure smooth operations when management is away.
Ensures a safe workplace by following and training subordinates to follow all security, safety, and maintenance protocols. Safeguards the cash and physical assets of the store. Reports fraud and/or related security concerns to management immediately.
May be asked to open and/or close store.
Performs all other duties as assigned.

Benefits

Paid Time Off (PTO) – 3 weeks of PTO for individual contributors and 4 weeks for leaders
Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediately vests
Holiday pay – we recognize and pay our employees for 7.5 holidays per year
Employer subsidized medical, dental, and vision plans.
Employer paid life insurance and long-term disability
Voluntary short-term disability, accident and critical illness insurance
24/7 Access to virtual care/telehealth options, and Parental Time Off
Flexible spending accounts (FSA)
$100 wellness reward for completing annual health check-up
Employee Assistance Program (EAP) for you, and your family
Coverage for chiropractic, acupuncture, and massage therapy services
Tuition reimbursement, up to $5,250 per year
Employee referral bonus program – earn up to $4,000 per year
Employee service milestone recognition program
Employee discounts on products & retail discounts
Variety of incentive plans for employees
Bi-weekly pay days on every other Friday
Opportunity to apply for the John M Shank Memorial Scholarship Fund, available to both Johnstone employees and children of employees