Sales and Service Associate

Customer Service Results and Responsibilities:
1. 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.
2. 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.
3. Researches and sources product for customers using a variety of tools, including point-of-sale computer system, catalogs, websites, JXI, and industry and store contacts .
4. Enters sales orders into point-of-sale computer system for invoicing or cash payments.
Processes customer returns and warranties following company guidelines.
5. 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.
6. Develops good working relationships and rapport with customers. Greets regular customers
by name.
7. Maintains the highest standards in cleanliness and appearance of the showroom through
stocking shelves, housekeeping, creating displays, etc.
8. Resolves customer complaints and disputes in a timely, professional manner that
balances customer requests with business needs.
9. Follows company pricing and credit guidelines
Sales Results and Responsibilities:
1. Prepares and issues sales quotes following company guidelines. Follows up on quotes to
secure sales.
2. Educates customers/prospects re: the variety of products available for sale and the
benefits of shopping at Johnstone Supply
3. Increases customer satisfaction and store profitability by proactively recommending
additional items a customer might need and promotions that might interest them.
4. Uncovers and communicates sales lead information to outside sales staff and
management.
5. Promotes surplus, sale, discounted and obsolete inventory to customers in order to maintain
proper inventory levels. Communicates unexpected increases or decreases in product
demand and inventory to purchasing or management.
General Results Responsibilities:
1. 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.
2. Assists in receiving, shipping and general warehouse duties.
3. Is organized and orderly maintaining appropriate records.
4. Completes all transactions and necessary paperwork accurately and in a timely manner.
Johnstone Supply believes that each employees 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.
Job-Specific Knowledge, Skills & Abilities
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 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 product 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.
Expected Work Behaviors:
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.
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. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
Physical: While performing the duties of this job, the employee is required to stand and walk on
a hard surface for the majority 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 up to 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.