CUSTOMER SERVICE/COUNTER SALES REPRESENTATIVE

AirReps • Ashwaubenon, WI

2d • Onsite

About The Position

Stevens Equipment Supply, a member of Daikin Industries Inc. and a wholesale distributor of equipment, parts, and supplies, is seeking a professional, skilled individual for an HVAC Counter Customer Service/Inside Sales Representative role supporting branch operations in Ashwaubenon, Wisconsin. The representative sells the organization’s products and services to prospective and established customers and responds to customer needs at the counter, by phone, email, or fax. The role involves answering questions, identifying customer needs, finding solutions, and ensuring a smooth and timely sales process.

The position works with customers, the Branch Manager, internal departments, manufacturing, distribution, and vendors to support sales, customer satisfaction, order fulfillment, and branch operations. The representative may also assist in the warehouse, including inventory counts and product movement using a forklift, and may travel to customer locations for follow-up, presentations, or demonstrations.

Requirements

• General Microsoft Office skills, including Outlook, Excel, and Word, and working knowledge of database applications.
• Effective customer service and relationship management skills across walk-in, phone, and email interactions.
• Ability to maintain a positive, professional attitude and diffuse difficult customer situations.
• Ability to develop rapport, listen effectively, and communicate professionally by phone and email.
• Ability to handle high-volume customer traffic.
• Effective verbal communication skills, including the ability to explain technical parts information clearly.
• Effective written communication skills, including timely customer email communication and accurate order entry.
• Strong organizational and time-management skills, 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 ethic, and integrity.
• Ability to assist in the warehouse and operate a forklift safely and efficiently as needed.
• Ability to understand and follow procedures, work instructions, and company policies.
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Must be legally authorized to work in the United States without requiring employer-sponsored work authorization now or in the future.

Nice To Haves

• Knowledge of HVAC equipment and products.
• At least 1 year of progressive sales and customer service experience.
• At least 1 year of experience in the HVAC industry.
• Some college education.
• HVAC certification.

Responsibilities

• Support branch sales and new business by maintaining house accounts and communicating with dealers about product launches, services, supplies, prices, new products, and discounts through outbound calls and counter discussions.
• Conduct outbound calls to existing and lost customer accounts.
• Maintain sales programs within the assigned territory by keeping customers informed about available services, supplies, prices, and new products.
• Provide customer service to walk-in, phone, and email customers.
• Process sales functions, including orders, purchase orders, payments, quotes, and delivery dates, and ensure information is entered accurately.
• Recommend alternate products based on cost, availability, or specifications.
• Monitor scheduled shipment dates, support timely delivery, expedite shipments as needed, and coordinate 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 to improve sales and customer satisfaction.
• 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.
• Work with the Branch Manager and appropriate departments to resolve problems, maintain customer satisfaction, and follow company policies.
• 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 their satisfaction with the organization, products, and 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 positively with management and peers to support effective teamwork and high-quality service.
• Understand and 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 moving products, and operate a forklift.
• Perform additional tasks as assigned.

Benefits

• Benefits are effective on day one for all full-time direct hires.
• Training programs are available to help guide team members and develop new skills.
• Career growth opportunities.
• Part of a global company whose family brands are backed by Daikin Industries, Ltd.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED