Job Description

Customer Service Results and Responsibilities:

1. Answers incoming telephone calls 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. 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 .

4. Enters sales orders into point-of-sale computer system for invoicing or cash payments.

Processes customer returns and warranties following company guidelines.

5. 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.

6. Develops good working relationships and rapport with customers. Greets regular customers

by name.

7. Maintains the highest standards in cleanliness and appearance of the showroom through

stocking shelves, housekeeping, creating displays, etc.

8. Resolves customer complaints and disputes in a timely, professional manner that

balances customer requests with business needs.

9. 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.

2. Educates customers/prospects re: the variety of products available for sale and the

benefits of shopping at Johnstone Supply

3. Increases customer satisfaction and store profitability by proactively recommending

additional items a customer might need and promotions that might interest them.

4. Uncovers and communicates sales lead information to outside sales staff and

management.

5. 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 reps.

2. Assists in receiving, shipping and general warehouse duties.

3. Is organized and orderly maintaining appropriate records.

4. Completes all transactions and necessary paperwork accurately and in a timely manner.

Johnstone Supply believes that each employees 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.

Demonstrated understanding and application of effective sales strategies and techniques.

Skill in building long term customer relationships.

Ability to maintain a positive and friendly demeanor.

General knowledge of HVACR 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.

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.