Counter Sales Supervisor

Job Description

Job Description

Now is the best time to join Johnstone Supply. 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. Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service. Johnstone is growing, and so can you.

Position 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.

Position requirements:

Education and/or Experience

Required:

• 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. o Experience operating forklift and other warehouse equipment safely and competently.
• Experience with OSHA and safety regulations and procedures.

Preferred:

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

Certificates, Licenses, and Registrations: Forklift certification required, or willingness to obtain on the job.

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.

Physical Demands: While performing the duties of this job, the employee is required to sit, stand, and walk on a concrete floor for much of the workday. The employee is regularly required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee is frequently required to lift and carry and/or move up to 50 pounds and required to lift more weight with mechanical assistance or the assistance of team members. For driving duties (if applicable), employee is required to sit for long periods of time and can experience bouncing and vibration. The individual is frequently required to talk or hear. Special vision requirements are near vision, distance vision, peripheral vision, and color vision.

Johnstone Supply is strongly interested in hiring a great candidate that exhibits work behaviors & values that are conducive to building and maintaining a strong and effective company culture. These behaviors include:

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including customizable plans for medical, dental, vision coverage, and options for alternative care. We provide the resources you need to take charge of your well-being, including:

• 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

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

Johnstone Supply is North America’s leading wholesale distributor of HVACR equipment, parts, and supplies. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America resulting in over $4 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google, and Fujitsu, to provide contractors with world class products, technical expertise, and quality service.

EOE & E-Verify Participating Employer.