What are the responsibilities and job description for the Counter Sales-HVAC & Appliance position at D&L Parts Company?
Description
Job Summary:
The Customer Service Representative I (CSR) serves as the first point of contact for customers and plays a vital role in delivering a positive, solutions-focused experience. This results-oriented position involves accurately processing orders, providing product support, and maintaining responsive, professional communication. The ideal candidate is detail-oriented, quick to build rapport, and skilled at identifying customer needs to ensure satisfaction and loyalty. A strong service mindset, willingness to learn product knowledge, and the ability to thrive in a fast-paced environment are essential to success in this role.
Key Responsibilities:
Customer Support
• Greet walk-in customers and answer incoming calls and emails in a courteous, professional manner
• Assist customers with product inquiries, pricing, order status, returns, and general support
• Provide technical or product information (after training) or direct customers to appropriate staff
Order Processing & Sales Support
• Enter and process sales orders, quotes, returns, and delivery requests accurately
• Confirm product availability, pricing, and lead times using the company’s ERP system
• Work closely with warehouse and logistics teams to ensure timely order fulfillment; Pulling and packaging customer orders.
Documentation & Administrative Duties
• Maintain accurate customer records and transaction histories
• Keep the showroom and counter area clean, stocked, and organized
• Participate in all physical inventory counts to ensure stock accuracy.
• Participate in educational training events or trade shows when requested.
Requirements
Qualifications & Skills:
• High school diploma or equivalent; associate or bachelor’s degree preferred
• 1–3 years of customer service experience, preferably in HVAC, appliance, or wholesale distribution
• Strong verbal and written communication skills
• Computer proficiency including Microsoft Office (Excel, Outlook, Word) and familiarity with ERP systems
• Strong attention to detail, organizational skills, and ability to multitask
• A team player with a positive attitude and problem-solving mindset
• Excellent follow-through with customers and work colleagues
• Ability to learn technical product information and work in a fast-paced environment
• Ability to lift to 75 lbs. with assistance of lifts, jacks, or other necessary equipment when needed
• Knowledge of HVAC systems, appliances, or parts terminology
• Experience with distribution software (e.g., Epicor, NetSuite, QuickBooks, SAP)
• Bilingual (English/Spanish) a plus