Customer Service/Counter Sales Representative

Daikin•Ashwaubenon, WI

1d•Onsite

About The Position

Stevens Equipment Supply, a member of Daikin Industries Inc., is seeking a professional and skilled HVAC Counter Customer Service/Inside Sales Representative to support branch operations in Ashwaubenon, Wisconsin. The representative sells the organization’s products and services to prospective and established customers, responding to customers at the counter, by phone, email, or fax. The role involves identifying customer needs, answering questions, providing solutions, and ensuring a smooth and timely sales process. The representative supports branch sales and customer retention through customer communication, outbound calls, order processing, product recommendations, shipment coordination, and follow-up. The role also includes customer service, handling returns and warranties, maintaining showroom stock, cycle counts, processing cash, and assisting in the warehouse as needed, including moving inventory and operating a forklift. Travel to customer locations may be required for follow-up, presentations, or demonstrations. The company describes itself as a global organization backed by Daikin Industries, Ltd. and offers training programs and career growth opportunities. Benefits are effective on day one for full-time direct hires.

Requirements

High school diploma or GED equivalent.
At least 1 year of progressive sales and customer service experience is preferred.
At least 1 year of HVAC industry experience is preferred.
General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
Strong customer service and relationship management skills across in-person, phone, and email interactions.
Professional, positive attitude and ability to handle difficult customers and defuse negative situations.
Rapport-building, active listening, phone etiquette, and email etiquette skills.
Patience, poise, tact, and professionalism.
Ability to handle high-volume customer traffic.
Effective verbal communication, including explaining technical parts information clearly.
Effective written communication, including timely customer email communication and accurate order entry.
Strong organization and time management, including the ability to prioritize and multitask.
High attention to detail and accuracy.
Ability to establish positive working relationships with internal and external customers and employees.
Good judgment, strong work ethics, and integrity.
Ability to assist in the warehouse and safely and efficiently operate a forklift as needed.
Ability to understand and follow procedures, work instructions, and company policies.
Must be legally authorized to work in the United States without current or future employer-sponsored work authorization.
Must be able to perform essential responsibilities with or without reasonable accommodations.

Nice To Haves

Knowledge of HVAC equipment and products.
Some college education.
HVAC certification.

Responsibilities

Help build branch sales, including new business, and maintain house accounts through active dealer communication about product launches, services, supplies, prices, and discounts.
Conduct outbound calls to existing and lost customer accounts.
Maintain sales programs within the assigned territory by informing customers about services, supplies, prices, and new products.
Provide customer service to walk-in, phone, and email customers.
Process orders, purchase orders, payments, quotes, and delivery dates accurately.
Recommend alternative products based on cost, availability, or specifications.
Monitor scheduled shipment dates, support timely delivery, and expedite shipments as needed.
Coordinate shipment matters with manufacturing, sales, distribution, and vendors.
Generate new and repeat sales by providing timely product and technical information.
Educate customers about product terminology, features, and benefits.
Provide accurate information about in-stock item availability.
Conduct cycle counts as required and replenish showroom stock as needed.
Assist customers with warranties and returns.
Collaborate with the Branch Manager to resolve problems, support customer satisfaction, and follow organization policies.
Coordinate problem resolution with appropriate departments.
Process the cash drawer daily, count money at the end of the shift, prepare deposit slips, and place deposits in the safe.
Periodically contact customers to assess satisfaction with the organization, its products, and its services.
Monitor competitive activity and trends within the territory.
Maintain sales activity records and prepare reports.
Expand knowledge of HVAC products and stay current with industry trends.
Work with management and peers to support effective teamwork and a high level of service.
Follow work instructions, operating procedures, and company policies.
Travel to customer locations as needed for follow-up, presentations, or demonstrations.
Assist in the warehouse as needed, including inventory counts and product movement, and operate a forklift when required.
Perform additional tasks as assigned.