Counter Sales and Service Associate - Johnstone Supply Sacramento - Johnstone Supply

Position Purpose:

Contributes to branch sales growth and profitability by providing prompt, friendly and professional service to Johnstone customers online, in-person, and over the phone. 

Subordinate Summary:

This position has no formal supervisory responsibilities.

Essential Job Results and Responsibilities:

Customer Service:

• 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.
• 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.
• Research and sources product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, JXI, and industry and store contacts.  
• Accurately enters sales orders into point-of-sale computer system for invoicing or cash payments.  
• Processes customer returns and warranties following company guidelines.
• 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.
• Develops good working relationships and rapport with customers.  Greets regular customers by name.
• Maintains the highest standards in cleanliness and appearance of the showroom; ensures showroom product is seasonal and promotionally appropriate.
• Performs all necessary display housekeeping, stocking duties, etc.

1. Resolves customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.
2. Follows company pricing and credit guidelines.

Sales:

• Prepares and issues sales quotes following company guidelines.  Follows up on quotes to secure sales.
• Increases customer satisfaction and store profitability by proactively recommending additional items (add-ons) a customer might need and promotions that might interest them. 
• Promotes ecommerce to all customers and the benefits of it.
• Uncovers and communicates sales lead information to outside sales staff and management.
• Promotes surplus, sale, discounted and obsolete inventory to customers to maintain proper inventory levels.  Communicates unexpected increases or decreases in product demand and inventory to purchasing or management.
• Proactively performs Johnstone training programs; willingly attends webinars and/or lessons to advance product knowledge.

1. Educates customers/prospects re: the variety of products available for sale and the benefits of shopping at Johnstone Supply

General:

• 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.
• Assists in receiving, shipping and general warehouse duties.
• Is organized and orderly maintaining appropriate records. 
• Completes all transactions and necessary paperwork accurately and in a timely manner.
• Assists in any job duty, special project or task assigned by a manager.

Johnstone Supply believes that each employee’s 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.
• 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 the 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 products 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.
• 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.

Job-Specific Knowledge, Skills & Abilities

Expected Work Behaviors:

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.

Physical: While performing the duties of this job, the employee is required to stand and walk on a hard surface for most 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 more than 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.