Johnstone Supply

Sales

• Ensures smooth operation of the counter sales function within a branch location
• Performing and overseeing day-to-day sales activities for the branch
• Coordinating the flow of orders and communications between the counter and the warehouse team
• Fosters a cohesive and productive team through collaboration, inclusion, and teamwork
• Leads by example and models exceptional customer service
• Develops good working relationships and rapport with customers
• Ensures customers receive prompt, professional service both in person and over the phone
• Works directly with customers, especially during busy times or with key customer accounts
• Conducts regular inventory counts of products on store shelves
• Ensures shelves are replenished frequently
• Works in conjunction with Outside Sales to determine customer needs and implement sales programs/promotions
• Verifies counter sales staff follow established pricing structure and maintain appropriate records
• Supports accounts receivable activities by following up as requested
• Maintains the highest standards in cleanliness and appearance of the showroom
• Maintains comprehensive knowledge of HVAC/R fundamentals and product inventory
• Cross-trained in warehouse duties, such as receiving, shipping, and picking
• Conducts interviews in the hiring process and making recommendations
• Ensures immediate supervisor is up-to-date and knowledgeable regarding branch operations
• Ensures a safe workplace by following and training subordinates to follow all security, safety, and maintenance protocols
• Performs all other duties as assigned

Counter Sales Supervisor

Supply Chain

• Oversees all warehouse operations to ensure accurate, timely, and efficient delivery of products in a safe and organized environment.
• Responsible for inventory management, budgeting, staffing, transportation, and achieving productivity and quality standards.
• Supports customer service, maintaining safety and regulatory compliance, and ensuring overall facility organization and security.
• Manages all aspects of warehouse operations through appropriate planning with the Branch Manager or Regional Operations Manager.
• Determines workforce staffing needs; hires and assigns staff to positions; ensures appropriate employee training.
• Ensures warehouse Standard Operating Procedures (SOP’s) are being followed.
• Conducts staff meetings and coordinates workforce to handle volume of work; provides ongoing coaching, feedback, and guidance to staff.
• Ensures individuals meet or exceed established quality, efficiency, performance, customer service, and attendance standards.
• Monitors daily activities using reports and other tools.
• Reviews discrepancy reports for types of errors, identifying causes, retraining, and taking corrective action with subordinates as necessary.
• Ensures all orders are picked and shipped within established shipping schedules, meeting or exceeding quality and accuracy standards by monitoring daily reports and organizing facilities to maximize efficiency of material flow.
• Ensures that all received merchandise is properly accounted for, verified against shipping documents, inspected for damage, and put-away in a timely manner.
• Communicates and supports the company’s safety programs and specific safety initiatives to all levels of personnel and management; observes and coaches employees in complying with safety rules.
• Collaborates with the Branch Manager and/or Regional Operations leadership in defining and fulfilling financial objectives of the warehouse by assisting with the development of annual operating and capital expenditure budgets.
• Maintains good housekeeping standards, appropriate sanitation, and security of the warehouse facility; oversees staff to prevent theft and other issues; and monitors completion of maintenance duties.
• Organizes and maintains the warehouse facility to ensure inventory accuracy within assigned locations.
• Uses powered equipment, such as forklift, electric pallet jack, and cherry picker.
• Fosters a cohesive and productive team through collaboration, inclusion, and teamwork.
• Leads by example and models exceptional customer service.
• Promotes development plans for ongoing staff development and succession planning.
• Participates in and may lead projects and/or initiatives, including processes, procedures, and warehouse-related programs on-site and/or across the region if assigned.
• Ensures proper lines of communication, including conducting frequent department meetings, daily person-to-person contact, having an open-door policy, and conducting mid-year and annual performance reviews.
• Serves as subject matter expert on warehouse processes and procedures.

Warehouse Manager

• Assist & Advise: Help customers make informed product selections by asking the right questions and actively listening to their needs.
• Troubleshoot and answer technical questions, offering alternative or substitute products when necessary.
• Build Relationships: Develop strong rapport with customers, recognizing and greeting regular customers by name.
• Continuous Learning: Stay informed about new and existing products through ongoing training, studying industry materials, and learning from experienced staff.
• Team Collaboration: Work closely with fellow counter sales staff, warehouse teams, and other departments to ensure smooth order fulfillment and customer service.
• Order Processing: Accurately enter sales orders into the POS system, handle invoicing and cash payments, and process customer returns and warranties according to company policies.
• Follow-Up: on customer requests for information, quotes, and order updates.
• Inventory Management: Promote surplus, sale, and discounted inventory to customers, ensuring optimal inventory levels.
• Organizing & Record Keeping: Maintain organized records and complete all transactions and ensuring the store/showroom is organized and well stocked.
• Warehouse Support: Assist with receiving, shipping, and general warehouse duties as needed.

Counter Sales and Service Associate

• Ensures smooth operation of the counter sales function within a branch location.
• Responsible for performing and overseeing day-to-day sales activities for the branch.
• Coordinates the flow of orders and communications between the counter and the warehouse team, resulting in an excellent level of customer service.
• Fosters a cohesive and productive team through collaboration, inclusion, and teamwork; leads by example and models exceptional customer service.
• Ensures customers receive prompt, professional service both in person and over the phone by establishing standards and monitoring interaction quality.
• Conducts regular inventory counts of products on store shelves and ensures shelves are replenished frequently.
• Works in conjunction with Outside Sales to determine customer needs and implement sales programs/promotions.
• Maintains cleanliness and appearance of the showroom to contribute to sales goals.
• Supports Branch Manager in ensuring customer complaints/disputes are resolved timely and professionally.
• Maintains comprehensive knowledge of HVAC/R fundamentals and product inventory to aid customers with product selection and/or troubleshooting.

Account Manager

• Manage assigned accounts, by executing sales strategy, initiate contact with existing and potential customers, identify their needs and sell HVAC/R service and products that meet their needs.
• Keeping customer information updated
• Managing individual contract and SKU pricing
• Preparing for sales calls specific to the needs of individual customers
• Tracking customer activity and trends
• Creating goals and forecasts per account
• Aligning customer needs with services available through the Johnstone Advantage (e.g., inventory, customer service, warranty, ecommerce, delivery, etc.)
• In conjunction with Sales and Marketing determine market strategies and goals for products and services, targeted toward existing and new markets to achieve company’s goals and objectives.
• Follow up with each account to ensure they understand the marketing and promotional programs such as:
• - Company-wide promotions
• - Hot deals
• - Push of Regional Flyers
• - Communication of “Manager’s Specials”
• Annually, create a listing of at least five prospecting accounts in order to support the branch growth targets established.
• Conduct business reviews on all top (twenty-five) accounts in the first quarter of each year. Document their needs and build a strategy to meet their needs.
• Through internal/external training, maintain up-to-date understanding of industry trends and technical developments that effect target markets.
• Work with product managers and vendors on field issues that includes new products, high failure rates, large bid opportunities and competitive pricing.
• Develop and deliver sales presentations and close sales in a professional and effective manner by meeting established sales and revenue goals.
• Monitor competitor products, sales and marketing activities.
• Establish and maintain relationships with industry influencers and key strategic partners.
• Represents company at trade association meetings to promote product and services.
• Participates in Marketing and Sales meetings, providing customer and product data, strategies and opportunities.
• Develop and maintain communications in a cooperative and professional manner with all levels of staff and customers.
• Completion of weekly call reports
• Communicating inventory needs / changes to product managers and purchasing.
• Participation in marketing and sales conference calls.
• Periodic participation in various task force programs, as needed.
• Identify technical training opportunities with customers.
• Establishes and maintains a consistent company image throughout all product lines, promotional materials and events.
• Performs other duties as assigned.

• 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.
• 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.
• 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.
• 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.
• Educates customers/prospects re: the variety of products available for sale and the benefits of shopping at Johnstone Supply.
• Increases customer satisfaction and store profitability by proactively recommending additional items a customer might need and promotions that might interest them.
• Uncovers and communicates sales lead information to outside sales staff and management.
• Prepares and issues sales quotes following company guidelines.
• Follows up on quotes to secure sales.
• 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.
• 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 representatives.

Counter Sales Supervisor

Warehouse Manager

Counter Sales and Service Associate

Counter Sales Supervisor

Account Manager

Counter Sales Specialist