Inside Sales Representative

Overview

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts, and supplies has a great opportunity to join our team. Over the last seven decades Johnstone has grown into the industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google and Fujitsu, to provide contractors with world class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply
. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people.
Johnstone is growing, and so can you.

Position

Purpose:

The Inside Sales Representative increases sales and customer satisfaction through building relationships, facilitating bid creation, pricing maintenance, and delivering prompt, professional, and courteous service to customers. This role supports all aspects of the customer experience, including sales support, technical product research, preparation of sales quotes and bids—particularly for large contractors and key accounts—order processing, pricing, and promotional initiatives. The representative may also manage the unique needs of high-value and key account customers, ensuring a seamless and responsive service experience.

Essential Job Functions:

• Greets customers via incoming telephone calls, responds to emails, and provides all aspects of customer service by: providing quotes, taking sales orders, researching products/services, and answering general information questions.
• Provides prompt, courteous service by listening to the customer’s needs and requests and responding accordingly in a professional and helpful manner.
• Takes orders, offers products, and enters sales orders into sales order entry system and processes credit card payments in accordance with SOP’s. Ensures inventory availability working with other team members and ensures that orders are shipped according to the customer instructions.
• Calculates refrigeration load requirements and other technical specifications for quotes and bids.
• Increases sales and average order sizes by means of cross‑selling, up‑selling, add‑on sales and offering promotional sales items as well as through outbound sales calls as directed by management. Participates in company-sponsored sales initiatives to support sales plans.
• Resolves customer returns, complaints, and concerns with a positive attitude and
• Follows company pricing and credit guidelines; may maintain pricing structures as assigned.
• May service the needs of a specific market, customer, or group as assigned.
• Identifies damaged inventory or other inventory needs and bring this to the attention of the supervisor.
• Assists Account Managers with key customer’s needs, bids, and quotes as requested.
• Builds and maintains customer relationships and shares information for a positive customer experience with supervisor.
• Participates in on‑call or hotline coverage as assigned.
• Remains current with products and services and attends training assigned in order to acquire product knowledge to provide informed and effective customer service.
• Promotes monthly programs, flyers, and special promotions by calling customers to make them aware of these promotions in order to enhance counter sales.
• May handle customer warranty claims including processing credit returns in a timely fashion by completing all appropriate documentation, receiving product items back prior to processing of any claims or credits in accordance with standard operating procedures (SOP’s).
• Works the sales counter area during peak periods or for relief of counter sales reps on lunch, as assigned.
• May participate in projects or initiatives as assigned by the supervisor or sales leader.
• Performs all other duties as assigned.

Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is our expectation that each employee will adhere to our company values and offer…