Counter Sales Supervisor

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts, and supplies has a great opportunity to join our team. Over the last seven decades Johnstone has grown into the industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google and Fujitsu, to provide contractors with world class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

The Counter Sales Supervisor ensures smooth operation of the counter sales function within a branch location. The Counter Sales Supervisor is responsible for performing and overseeing day-to-day sales activities for the branch, including coordinating the flow of orders and communications between the counter and the warehouse team, resulting in an excellent level of customer service.In this role, the employee ensures counter sales staff are kept apprised of all Johnstone sales and promotional programs with the goal to increase and strengthen the Company’s partnership with its clients, increase sales, and increase profitability. May assist Branch Manager by providing recommendations related to staffing, budget, and fulfillment of the branch’s financial objectives.

• 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 by establishing standards, monitoring interaction quality, and enforcing standards. Works directly with customers, especially during busy times or with key customer accounts.
• Ensures proper communication between counter sales and warehouse teams that results in timely and accurate orders going to the warehouse for product picking, staging, and shipment.
• Conducts regular inventory counts of products on store shelves. Ensures shelves are replenished frequently. Communicates unexpected increases or decreases in product demand and inventory to management as applicable.
• Works in conjunction with Outside Sales to determine customer needs and implement sales programs/promotions. Ensures counter sales staff increase sales through add-on and suggestive selling techniques.
• Verifies counter sales staff follow established pricing structure and maintain appropriate records. Ensures branch sales receipts are balanced and processed daily in accordance with policies. Supports accounts receivable activities by following up as requested.
• Maintains the highest standards in cleanliness and appearance of the showroom. Ensures showroom merchandising and appearance contribute to sales goals.
• Supports Branch Manager in ensuring that customer complaints/disputes are resolved in a timely, professional manner. De-escalates customer complaints on behalf of counter sales team.
• Maintains comprehensive knowledge of HVAC/R fundamentals and product inventory in order to aid customers with product selection and/or troubleshooting.
• Cross-trained in warehouse duties, such as receiving, shipping, and picking, and assists with those responsibilities as needed.
• Maintains department staff by conducting interviews in the hiring process and making recommendations; conducts and/or ensures the training of new employees and ongoing training of existing employees; provides coaching, counseling, and disciplining for employees as necessary; and participates in and delivers mid-year and annual performance reviews.
• Communicates messages and directives from branch leadership to counter sales team. Ensures immediate supervisor is up-to-date and knowledgeable regarding branch operations.
• Steps up to ensure smooth operations when management is away.
• Ensures a safe workplace by following and training subordinates to follow all security, safety, and maintenance protocols. Safeguards the cash and physical assets of the store. Reports fraud and/or related security concerns to management immediately.
• May be asked to open and/or close store.
• Performs all other duties as assigned.

Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is our expectation that each employee will adhere to our company values and offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Required:

• • High school diploma or general education degree (G.E.D.); 3+ years related experience and/or training; or equivalent combination of education and experience. Experience must include front counter waiting on customers.
  • Minimum of 1 year working in a lead or supervisory capacity in a wholesale/retail environment, preferably in HVAC/R or related industry.
  • Experience operating forklift and other warehouse equipment safely and competently.

• • Experience with OSHA and safety regulations and procedures.
• Preferred:
  • Experience using ERP software in a warehouse environment.
  • Knowledge of HVAC/R wholesale industry, principles, and practices.

Certificates, Licenses, and Registrations:

• Forklift certification required, or willingness to obtain on the job.

Job Knowledge, Skills, & Abilities:

• Comprehensive knowledge of the full Johnstone catalog of HVAC/R equipment and products.
• Comprehensive knowledge of HVAC/R products, concepts, and the industry as a whole.
• Demonstrated understanding and application of effective customer service techniques.
• Ability to read and demonstrate basic math skills, including ability to add, subtract, multiply, divide, and calculate margins, discounts, and percentages. Analytical skills to evaluate ROI.
• Familiarity with training assessment tools and data gathering methodologies such as surveys and focus groups.
• Must be able to run a point-of-sale terminal, research HVAC/R items, and help prepare required sales and customer reports.
• Ability to efficiently utilize necessary technology to complete tasks. Proficiency with computers to look up and cross-reference parts/equipment, and capacity to learn new software.
• Working knowledge of ERP systems, RF equipment, and Microsoft Office Suite of products.
• Ability to work safely in all job tasks and model safe working practices for others. Familiarity with OSHA regulations for safe equipment operations.
• Skill in operation of power equipment, including forklift, electric pallet jack, and cherry picker.Ability to operate a lift gate safely and effectively.
• Ability to lift, push, pull, and maneuver large/heavy products or pieces of equipment while working within established safety guidelines.
• Must be able to work with minimal supervision under stressful conditions.
• Ability to lead teams based on company and departmental goals. Capable of motivating positive behaviors amongst team members.
• Ability to communicate information across different individuals, departments, and external parties in order to influence attitudes and actions.
• Knowledge of human resource management principles, including hiring, training and orienting, coaching, and evaluating employees, as well as providing discipline when necessary.
• Ability to plan, organize, and direct the activities of subordinates.
• Strong ability to multitask; skilled at prioritizing work, managing time, and working efficiently. Strict attention to detail, highly organized, and works with a sense of urgency.
• Proactively seeks opportunities for optimizing processes and provides recommendations.
• Problem-solving skills: listening to, interpreting, and meeting needs of others; diagnosing and rectifying problems.
• Ability to get along with others in the workplace and resolve issues by working cooperatively and professionally; strong customer service skills.
• Ability to demonstrate considerable tact and diplomacy in dealing with others and maintain relationships.
• Polished and professional demeanor in person, online, and via phone.
• Ability to follow written instructions, complete paperwork, and write necessary documentation.
• While multilingual skills are valued, English proficiency (written and spoken) is a core requirement for this position due to the nature of the work, safety regulations, and to ensure accurate communication and comprehension.

The physical demands and working environment 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 Demands:While performing the duties of this job, the employee is required to sit, stand, and walk on a concrete floor for much of the workday. The employee is regularly required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee is frequently required to lift and carry and/or move up to 50 pounds and required to lift more weight with mechanical assistance or the assistance of team members. For driving duties (if applicable), employee is required to sit for long periods of time and can experience bouncing and vibration. The individual is frequently required to talk or hear. Special vision requirements are near vision, distance vision, peripheral vision, and color vision.

Work Environment:Medium-to-large store with shelves and bins. Most work is performed with telephone equipment, PC, fax, printer, and/or RF scanner. Store climate is air conditioned or heated. Additional time may be spent outdoors, in trucks, and in a warehouse environment. While outdoors, the employee is exposed to a variety of weather elements including sunshine, rain, heat, cold, and humid conditions. Warehouse is unconditioned and may involve hot and cold temperatures, dust, dirt, and noise. Occasionally, the employee is exposed to fumes, airborne particles, or toxic or caustic chemicals. The normal workday will be from 8 to 12 hours per day. However, the hours may be longer when specific projects are due. Some extended schedules will be necessary.

We’re also interested in hiring a great candidate that holds these values so we can further build a strong company culture: 

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including medical, dental, vision coverage, and options for supplemental care. We provide the resources you need to take charge of your well-being, including:

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution; Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP) for you, and your family
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

EOE & E-Verify Participating Employer.