Lead Warehouse Associate

Position Summary:
Working under the direction of the Branch Manager, the Lead Warehouse Associate is responsible for all aspects of shipping and receiving and performing general warehouse maintenance and deliveries.

Subordinate Summary:
This position will assign work activities to warehouse staff.

Essential Job Results and Responsibilities:

Supervisory Duties:
1. Assists Branch Manager with training of new employees.
2. Schedules and oversees warehouse staff.
3. Along with Branch Manager, conducts performance evaluations that are timely and constructive.

Core Duties and Responsibilities

1. Oversee all aspects of warehouse operations including but not limited to stocking, shipping, and receiving.
   
   1. Ensure all merchandise in the warehouse and showroom is accurately and thoroughly accounted for, properly labeled, and in its appropriate location(s).
   2. Ensure timely, accurate, and efficient handling of incoming shipments.
   3. Ensure timely, accurate, and efficient handling of outgoing shipments.
   4. Stage customer backorders for will-call pickups or company delivery.
   5. Fill customer orders in accordance with pick tickets, complete appropriate paperwork, and place a copy with the merchandise for shipment.
   6. Process returned good authorizations for products received from suppliers according to company procedures.
   7. Assist branch management with the handling of all warranty/freight claims and related product issues in a timely and cost-efficient manner.
2. Load delivery vehicle(s), drive, and unload at customer locations.
3. Develop and implement new programs to reduce shipping, warehousing costs or to
   increase handling efficiency and productivity.
4. Maintain a neat and orderly workplace at all times to include moving pallets, sweeping,
   and mopping removing/disposing of debris.
5. Maintain on a consistent and ongoing basis a clean, tidy, and safe facility in conformance
   with all OSHA, HAZMAT, and management standards.
6. Assist sales efforts on an as needed basis including but not limited to assisting in-store
   customers, filling customer orders, delivery to customers, and answering telephones.
7. Assist management in its decision making when appropriate, practical, or required to run
   the business.
8. Other duties may be assigned.

Customer Service Results and Responsibilities

1. Assist sales efforts on an as needed basis including but not limited to assisting in-store customers, filling customer orders, delivery to customers, and answering telephones.
2. 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.
3. 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.
4. Assists customers with the use of Johnstone Supply e-commerce and mobile application questions.
5. Research and sources product for customers using a variety of tools, including point-of sale computer system, catalogs, websites, JXI, and industry and store contacts.
6. Enters sales orders into point-of-sale computer system for invoicing or cash payments. Processes customer returns and warranties following company guidelines.
7. 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.
8. Develops good working relationships and rapport with customers. Greets regular customers by name.
9. Maintains the highest standards in cleanliness and appearance of the showroom through stocking shelves, housekeeping, creating displays, etc.
10. Resolves customer complaints and disputes in a timely, professional manner that balances
    customer requests with business needs.
11. Follows company pricing and credit guidelines.

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. Is organized and orderly, and capable of maintaining appropriate records.
3. Completes all transactions and necessary paperwork accurately and in a timely manner.
4. 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 with a wholesale HVAC/R or similar industry.
• Minimum 4 years' experience supervising warehouse staff.

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.
• 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 the 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 products 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 either stand
  and walk on a hard surface or drive a delivery vehicle and load or unload the truck 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. Prolonged periods standing at a desk
  and working on a computer.

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:
Strong Supervisory Skills
Energetic
Computer Skills
Organization
Math Aptitude
Skills
Reading Skills
Written Communication Skills
Mechanical Skills
Sales Aptitude
Problem-Solving Skills
Interpersonal & Telephone Skills
Time Management
Oral Communications
Technical Skills
Diplomacy
Ability to lift to 70 pounds