Customer Service Counter Sales

Stevens Equipment Supply, a member of Daikin Industries Inc., is a wholesale distributor of equipment, parts, and supplies. We are seeking a professional, skilled individual for our Customer Service/Inside Sales Representative role to support our branch operations group located in Minot, ND. The CSR/ISR sells the organization’s products and services for prospective and established customers. Whether at the counter, on the phone or through email or fax, the CSR handles customers’ needs by finding out what they need, answering questions, creating solutions, and ensuring a smooth and quick sales process.

• Help the branch build its sales including the new business component by maintaining house accounts through active dealer communication of new product launches, services, supplies, prices, and new products sales and/or discounts via outbound calls and in‑house counter discussions.
• Conduct outbound calls for existing and lost customer accounts.
• Maintain sales programs within assigned territory by keeping customers informed about available services, supplies, prices, and new products.
• Provide excellent customer service via walk‑ins, phone calls, and e‑mails.
• Execute all aspects of the sales function including order processing, purchase orders, payment processing, quotes, and delivery dates—ensuring accuracy of information entered to guarantee correct item(s) are ordered.
• Recommend alternate products based on cost, availability or specifications as needed.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as needed; coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Educate customers about product terminology, features, and benefits to improve sales and customer satisfaction.
• Provide accurate information regarding availability of in‑stock items; conduct cycle counts as required; replenish showroom stock as needed.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to determine the best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies; coordinate problem resolution with appropriate departments.
• Daily processing of cash drawer, end‑of‑shift count of money, prepare deposit slip and place in safe.
• Periodically reach out to customers to determine satisfaction with the organization, products, and services.
• Monitor competitive activity and trends within territory.
• Maintain records and prepare reports on sales activities.
• Expand knowledge of HVAC products and keep current with latest trends within the industry.
• Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.
• Understand and follow work instructions, operating procedures, and company policies.
• May travel to customer location to follow up, make presentations or perform demonstrations.
• Assist in warehouse as needed, including inventory counts and movement of product, including operating a forklift.
• Perform additional tasks as assigned.

• 5+ years of progressive sales and customer service experience preferred.
• 5+ years in the HVAC industry preferred.
• High School diploma or GED equivalent, some college preferred.
• HVAC certification preferred.
• Knowledge of HVAC equipment/products is preferred.
• General Microsoft Office skills (Outlook, Excel, Word) and working knowledge of database applications.
• Effective and high‑quality customer service/relationship management skills via walk‑ins, phone, and e‑mail.
• Positive, professional attitude, handling difficult customers with the ability to diffuse negative situations.
• Developing rapport and effective listening skills.
• Phone etiquette and e‑mail etiquette.
• Professionalism – patience, poise, and tact.
• Ability to deal with high volume customer traffic.
• Effective verbal skills – must be able to explain fairly technical parts information clearly.
• Written skills – must be able to effectively and timely communicate via e‑mail with…