Counter Sales and Service Associate - Johnstone Supply Sacramento

$42,515 - $46,675/Yr

Johnstone Supply - North Highlands, CA

Full-time

North Highlands, CA

Merchant Wholesalers, Durable Goods

About the position

The Counter Sales and Service Associate at Johnstone Supply plays a crucial role in driving branch sales growth and profitability by delivering exceptional customer service. This position involves engaging with customers both in-person and over the phone, assisting them with product selections, troubleshooting, and ensuring a positive shopping experience. The associate is responsible for managing customer inquiries, processing sales orders, and maintaining the showroom's appearance while promoting sales and inventory management.

Responsibilities

• Answer incoming telephone calls and greet customers who walk in the store.
• Handle multiple customer requests simultaneously while maintaining a friendly and professional manner.
• Assist customers in making product selections by asking questions and actively listening to identify customer needs.
• Assist with system or product troubleshooting and answering technical questions.
• Identify alternate or substitute products to meet customer needs.
• Research and source products for customers using various tools, including point-of-sale systems and catalogs.
• Accurately enter sales orders into the point-of-sale system for invoicing or cash payments.
• Process customer returns and warranties following company guidelines.
• Follow up promptly on all customer requests for information, quotes, alternative parts, and delivery dates.
• Proactively communicate with customers about any expected delays or issues with their order.
• Develop good working relationships and rapport with customers, greeting regular customers by name.
• Maintain the highest standards in cleanliness and appearance of the showroom; ensure showroom product is seasonal and promotionally appropriate.
• Perform all necessary display housekeeping and stocking duties.
• Resolve customer complaints and disputes in a timely, professional manner.
• Prepare and issue sales quotes following company guidelines and follow up to secure sales.
• Increase customer satisfaction and store profitability by recommending additional items and promotions.
• Promote ecommerce and its benefits to customers.
• Uncover and communicate sales lead information to outside sales staff and management.
• Promote surplus, sale, discounted, and obsolete inventory to customers.
• Communicate unexpected increases or decreases in product demand and inventory to purchasing or management.
• Participate in Johnstone training programs to advance product knowledge.
• Educate customers about the variety of products available for sale and the benefits of shopping at Johnstone Supply.
• Assist in receiving, shipping, and general warehouse duties.
• Maintain organized records and complete all transactions accurately and timely.

Requirements

• High School Diploma or G.E.D.
• Minimum of two years related experience and/or training in the HVAC/R industry or equivalent combination of education and experience.
• 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 to diagnose and rectify customer issues.
• 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 and concepts.
• Skill in proactively communicating to establish mutual respect and understanding.
• Math skills for calculations including margins, discounts, and percentages.
• Skill in using point-of-sale computer systems and web-based tools for research.

Nice-to-haves

• 2 years experience as a Sales and Service Associate in the HVAC/R or similar industry.