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.

• 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.

• 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.

• No certificates, licenses, or registrations are required for this role.

• 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…