Counter Sales Associate

Company Overview Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has multiple branches and distribution centers across North America. We work with major manufacturers such as Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu to provide contractors with world‑class products, technical expertise, and service. Responsibilities Greet customers who walk into the store; greet regular customers by name. Handle multiple customers and requests simultaneously while maintaining a friendly and professional manner. Assist customers in making product selections by asking questions and actively listening to identify needs. Provide system or product troubleshooting and resolve common technical problems. Recommend and order products for customers, identifying alternatives or substitutes to meet their needs. Proactively recommend additional items or promotions that may interest them. Research and source products from point‑of‑sale systems, catalogs, websites, telephone, JXI, Neuco, and industry contacts. If a product is out of stock, locate it at a neighboring branch or distribution center and coordinate transport to the desired pick‑up location. Determine replacement HVAC parts based on inspection or description of the old part and customer requirements. Respond to sales calls; make outgoing customer sales or service calls; address complaints and resolve disputes promptly and professionally. Process customer transactions, including quotes, warranties, cash drawers, credit invoices, pick/pack orders, will‑call back‑order notifications, and returns. Maintain accurate records. Follow up on all customer requests for information, quotes, bids, alternative parts, and delivery dates. Communicate proactively about delays or issues. Maintain showroom cleanliness and appearance through stocking shelves, housekeeping, and display creation. Perform regular inventory counts. Ensure profitability by following pricing structure, achieving sales targets, and following the sales process as outlined by SOPs. Maintain general HVAC/R knowledge, product lines, vendor information, and benefits of commonly purchased items. Stay informed of new products and educate self, coworkers, and customers. Communicate sales leads to outside sales staff and management. Report unexpected increases or decreases in product demand and inventory to management. Sustain a team‑oriented work environment by treating employees and customers with professionalism, respect, and attention to needs. Report to work on schedule and remain alert for customer issues, taking action and referring to management as needed. Safeguard cash and physical assets; report fraud or security concerns immediately. Assist in receiving, shipping, and general warehouse duties. Perform other duties as assigned. Qualifications Education and/or Experience Required: High School Diploma or G.E.D.; 1+ years of related experience and/or training in a wholesale/retail environment; or an equivalent combination of education and experience. Experience must include front line customer service. Preferred: 1+ years of experience in a wholesale/retail environment in the HVAC/R or related industry. Forklift experience preferred. Certificates, Licenses, and Registrations No certificates, licenses, or registrations are required for this role. Job Knowledge, Skills, and Abilities General knowledge of HVAC/R products, concepts, and the industry or ability to learn on the job. Demonstrated understanding and application of effective customer service techniques. Ability to run a point‑of‑sale terminal, research HVAC/R items, and prepare sales and customer reports. Proficiency with computers, including cross‑referencing parts/equipment and learning new software. Working knowledge of ERP systems and Microsoft Office Suite. Skill in operating 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 under pressure, displaying a sense of urgency when needed. Proactively seeks opportunities to optimize processes and provides recommendations. Problem‑solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems. Strong interpersonal skills, building long‑term customer relationships. Basic math skills (addition, subtraction, multiplication, division). Polished and professional demeanor in person, online, and via phone. Excellent organizational skills. Ability to follow written instructions and documented procedures. English proficiency (written and spoken) is a core requirement for this position. Physical Demand While performing the duties of this job, the employee is required to sit, stand, and walk on a concrete floor for most of the day. The employee must reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee frequently lifts and carries up to 50 pounds, with mechanical assistance or team members as needed. For driving duties (if applicable), the employee sits for long periods and experiences vibration. The employee must work within visual requirements, including near, distance, peripheral, and color vision. Company Values Safety: Prioritize safety for all employees and customers. Customer Focused: Anticipate and respond quickly to customer needs. One Team: Collaborate toward common goals and leverage team strengths. Own It: Act with urgency, pride, integrity, and first‑time quality. Innovate: Embrace and create change that drives continuous improvement and customer value. Benefit Overview Competitive paid time off (PTO) Safe Harbor 401(k) – 100% employer match up to 5% of base pay with immediate vesting Holiday pay for 7.5 holidays per year Paid parental bonding time Employer‑subsidized medical, dental, and vision plans Employer‑paid life insurance and short‑term disability Voluntary long‑term disability, accident, critical illness, and hospital indemnity insurance 24/7 access to virtual care/telehealth options Health Savings Account (HSA) with employer contribution; Flexible Spending Account (FSA) Wellbeing program with opportunity to earn reduced medical costs Employee Assistance Program (EAP) for employees and families Tuition reimbursement Employee referral bonus program Employee service milestone recognition program EOE & E‑Verify Participating Employer. #J-18808-Ljbffr Johnstone Supply