Counter Sales Associate

Job Description

The Counter Sales Associate I fulfills customer HVAC/R product needs by providing HVAC/R information, technical support, and special ordering for customers while maintaining a team working environment and store profitability. In this role, the employee stays 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. The employee provides prompt, friendly, and professional service to Johnstone customers in-person and over the phone.

• Greets customers who walk in the store; greets regular customers by name. Handles multiple customers and customer requests simultaneously while maintaining a friendly and professional manner. Develops good working relationships and rapport with customers.
• Assists customers in making product selections by asking questions and actively listening to identify customer needs. Assists with system or product troubleshooting and resolves commonly encountered technical problems.
• Recommends and orders products for customers. Identifies alternative or substitute products to meet customer needs. Proactively recommends additional items a customer might need and promotions that might interest them. Recommends and orders products not listed in the Johnstone catalog. Recognizes products most commonly purchased by customers.
• Researches and sources product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, telephone, JXI, Neuco, and industry and store contacts. If a product is out-of-stock in their store, the employee researches where product is in-stock at neighboring branches and/or distribution centers, and coordinates transportation of product across branches to customer's desired pick-up location.
• Determines customer replacement HVAC parts according to inspection or verbal/description of the old part and customer requirements.
• Responds to incoming sales calls; makes outgoing customer sales or service calls; and addresses customer complaints. Resolves customer disputes in a timely, professional manner that balances customer requests with business needs.
• Processes customer transactions by researching, entering, and printing quotes; processes warranties; balances cash drawers; creates credit invoices; processes pick/pack orders; and processes will-call back-order notifications. Processes returns as needed. Completes all transactions and necessary paperwork accurately; maintains appropriate records as needed.
• Follows up promptly on all customer requests for information, quotes, bid follow-ups, alternative parts, and delivery dates. Proactively communicates with customers about any expected delays or issues with their order. Reaches out to customers who haven't picked up will-call orders yet.
• Maintains and increases the company's stature in the marketplace by maintaining the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc. Some examples of housekeeping include sweeping, mopping, cleaning bathrooms, and picking up trash.
• Conducts regular inventory counts of products on store shelves.
• Ensures desired level of profitability is obtained by consistently following the pricing structure established for the store; achieving sales targets; and following the sales process from start to finish in a desired manner as outlined by guidelines and standard operating procedures (SOP's).
• Maintains general knowledge of HVAC/R fundamentals and product lines by knowing the function of most products we carry, and where/how they are used; knowing the vendors we carry and their respective lines; knowing specific features and benefits of most commonly purchased products; staying informed of new products; and utilizing opportunities to further educate self, coworkers, and customers.
• Communicates sales lead information to outside sales staff and management.
• Communicates unexpected increases or decreases in product demand and inventory to management as applicable.
• Sustains a team-oriented work environment by treating fellow employees and customers with professionalism, respect, and attention to individual needs; effectively communicates customer needs, product requirements, sales opportunities, and personal issues to coworkers and management.
• Reports to work as scheduled, on time, every shift to support the high quality of customer service as required by company policy.
• Remains alert at all times for customer issues and concerns and takes action accordingly, referring to management as needed.
• Safeguards the cash and physical assets of the store. Reports fraud and/or related security concerns to management immediately.
• Assists in receiving, shipping, and general warehouse duties.
• Performs all other duties as assigned.

Required Skills

• General knowledge of HVAC/R products, concepts, and the industry as a whole, or ability to learn on the job.
• Demonstrated understanding and application of effective customer service techniques.
• Must be able to run a point-of-sale terminal, research HVAC/R items, and help prepare required sales and customer reports.
• Proficiency with computers to look up and cross-reference parts/equipment, and capacity to learn new software.
• Working knowledge of ERP systems and Microsoft Office Suite of products.
• Skill in operation of power equipment, including forklift, or ability to learn on the job.
• Ability to work independently and with teams.
• Demonstrated ability to multitask, manage, and prioritize multiple projects while working under pressure. Displays a sense of urgency when needed.
• Proactively seeks opportunities for optimizing processes and provides recommendations.
• Problem-solving skills: listening to, interpreting, and meeting needs of others; diagnosing and rectifying problems.
• Strong interpersonal skills. Ability to meet, service, and build long-term relationships with customers.
• Ability to read and demonstrate basic math skills, including ability to add, subtract, multiply, divide.
• Polished and professional demeanor in person, online, and via phone.
• Excellent organizational skills.
• Ability to follow written instructions and documented procedures.
• 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.