Counter Sales & Service Associate

Position Summary:

Contributes to branch sales growth and profitability by providing prompt, friendly and professional service to Johnstone customers in-person, over the phone and by electronic communications.   

Subordinate Summary:

This position has no formal supervisory responsibilities. 

Essential Job Results and Responsibilities:

Customer Service Results and Responsibilities

1. Answers incoming telephone calls and emails and greets customers who walk in the store.  Handles multiple customers and customer requests simultaneously while maintaining a friendly and professional manner.
2. Assists customers in making product selections by asking questions and actively listening to identify customer needs.  Assists with system or product troubleshooting and answering technical questions.  Identifies alternate or substitute products to meet customer needs.
3. Assists customers with the use of Johnstone Supply e-commerce and mobile application questions.
4. Researches and sources product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, JXI, and industry and store contacts.   
5. Enters sales orders into point-of-sale computer system for invoicing or cash payments.    Processes customer returns and warranties following company guidelines.
6. Follows up promptly on all customer requests for information, quotes, alternative parts and delivery dates.  Proactively communicates with customers about any expected delays or issues with their order.
7. Develops good working relationships and rapport with customers.  Greets regular customers by name.
8. Maintains the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc.

1. Resolves customer complaints and disputes in a timely, professional manner that balances customer requests with business needs. 
2. Follows company pricing and credit guidelines 

Sales Results and Responsibilities

1. Prepares and issues sales quotes following company guidelines.  Follows up on quotes to secure sales.

1. Educates customers/prospects regarding the variety of products available for sale and the benefits of shopping at Johnstone Supply.

1. Increases customer satisfaction and store profitability by proactively recommending additional items a customer might need and promotions that might interest them.   
2. Uncovers and communicates sales lead information to outside sales staff and management.
3. Promotes surplus, sale, discounted and obsolete inventory to customers in order to maintain proper inventory levels.  Communicates unexpected increases or decreases in product demand and inventory to purchasing or management. 

General Results Responsibilities

1. Maintains knowledge of new and existing products and inventory by participating in training, studying Johnstone and industry catalogs and web sites, and seeking knowledge from experienced staff members and factory representatives.
2. Assists in receiving, shipping and general warehouse duties.
3. Is organized and orderly, and capable of maintaining appropriate records.  
4. Completes all transactions and necessary paperwork accurately and in a timely manner.
5. May represent Johnstone Supply at trade associations, events and local chapters. 

Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities.  Therefore, it is expected that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and Experience:  

• Required:  High School Diploma or G.E.D and minimum of two years related experience and/or training in the HVAC/R industry; OR equivalent combination of education and experience.  
• Preferred:  The above plus 2 years experience as a Sales and Service Associate in the HVAC/R or similar industry.  

Job-Specific Knowledge, Skills & Abilities

• Ability to provide consistent, professional customer service.
• Ability to multi-task and maintain focus while prioritizing the needs of several customers at once.
• Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems that will often require attention to detail.
• Demonstrated understanding and application of effective sales strategies and techniques.
• Skill in building long term customer relationships.
• Ability to maintain a positive, courteous, and friendly demeanor.
• General knowledge of HVAC/R products, concepts and the industry as a whole.  
• Skill in proactively communicating (both verbal and written) to establish mutual respect and understanding.
• Math skills, including ability to: add, subtract, multiply, divide; and calculate margins, discounts and percentages.
• Skill in using point-of-sale computer systems to locate information and process transactions.
• Skill in using web-based tools to research product and information.
• Ability to work productively in teams with a wide range of people.
• Ability to work independently with minimal direction.
• Ability to follow written instructions and documented procedures.  

Expected Work Behaviors:

• Keeps the company’s best interest in mind when considering or addressing issues.
• Dedication to attending work and work-related functions prepared and on time.
• Maintains a professional personal appearance.
• Strives for continuous self-improvement and for improvement of the business with respect to sales and service quality. 

Physical Demands & Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical: While performing the duties of this job, the employee is required to stand and walk on a hard surface for the majority of the workday.  The employee is regularly required to reach with hands and arms, climb and balance; stoop, kneel, crouch, or crawl. The employee is frequently required to lift and carry and/or move up to 50 pounds, and occasionally required to lift up to 70 pounds.  Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. The ability to speak and hear sufficiently to provide customer service is required. 

Store Environment:  Medium to large store with shelves and bins, most work is performed with telephone, material handling equipment, computer, fax, printer, and in some cases an RF scanner.  

Skills Summary:

Sales Aptitude                                                                        Diplomacy

Energetic                                                                                 Problem Solving Skills 

Computer Skills                                                                      Interpersonal  & Telephone Skills

Organization                                                                            Time Management

Math Aptitude                                                                          Oral Communications Skills    

Reading Skills                                                                         Technical Skills

Written Communication Skills                                                Ability to lift up to 70 pounds Mechanical Skills

The Counter Sales and Service Associate will maintain the strictest confidentiality on all corporate matters including, but not limited to: marketing strategies, operational structures, pricing and all subjects that may have an adverse effect on the company in the marketplace if they were made known outside the company.