Customer Support Representative

Job Description

Johnstone Supply, North America's 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 a multi-billion-dollar 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, Bosch, Copeland, Honeywell, Johnson Controls, 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.

Responsibilities

Position Summary

Provide prompt and courteous service to customers including: sales, technical product research, preparation of sales quotes and bids for large contractors and key customers, order processing, pricing, promotional activities and all aspects of customer service by handling unique, key account customer needs.

Essential Job Function

• Greet customers on the telephone in a prompt, professional and helpful manner.
• Provide prompt, courteous service by listening to the customers needs and requests and respond accordingly.
• Handle customer warranty claims and credit returns in a timely fashion by completing all appropriate documentation, receiving product items back prior to processing of any claims or credits in accordance with standard operating procedures (SOP’s).
• Enter sales orders into Sales Order Entry System and process credit card payments in accordance with SOP’s.
• Answer incoming customer telephone calls and provide all aspects of customer service by: providing quotes or taking sales orders, research products/services and answering general information questions.
• Calculate refrigeration load requirements for quotes and bids for refrigeration equipment.
• identify damaged inventory and bring this to the attention of the Store Manager for mark-down and quick sale.
• Work the sales counter area during peak periods or for relief of counter sales reps on lunch, as needed.
• Assist Account Managers with Key Customers needs, bids, or quotes as requested.
• Maintain a neat, clean and professional personal appearance.
• Attend training seminars on products and services in order to acquire product knowledge in order to provide informed and effective customer service.
  
  

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 offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Internal Relationships

Sales personnel

Warehouse personnel

Purchasing personnel

Branch personnel

Account Managers

External Relationships

Customers

Vendors

Final Decision Maker

Has ability to be final decision maker on customer pricing and gross margin but is still learning pricing policy parameters by utilizing approved pricing tiers for equipment, products and services. Other decisions based on the scope and breadth of duties and responsibilities assigned.

Auto req ID

480052BR

Minimum Education Required

High School/GED

Job_Category

Sales

Qualifications

Additional Qualifications/Responsibilities

• Ability to speak effectively with customers.
• Knowledge of HVAC / R equipment and products is more limited with the CSR I who is learning the product lines in their initial 24 – 36 months on the job.
• Ability to read, write and comprehend English language.
• Ability to complete basic math applications.
• Analytical abilities desired in order perform product and equipment research.
• Proven abilities to attend to details.
• Ability to handle multiple tasks simultaneously, organize and prioritize responsibilities and duties.
• Above average communication skills both verbal and written.
• Must be able to work with minimum amount of supervision under stressful conditions.
• Proficiency in RF Scanner knowledge and experience.
• Forklift experience preferred.
  
  

Job-Specific Knowledge, Skills And Abilities

• Basic skill level in using computers to do work.
• Ability to add, subtract, multiply and divide using whole numbers, common fractions and decimals.
• Ability to work in a team environment.
• Skill in communicating with others to resolve problems and get results.
• Ability to attend to details.
• Basic knowledge of JS – HVAC/R products and equipment.
  
  

Work Behaviors

• Maintains organized work processes, materials, and files.
• Ability to work with others in a team-based environment.
• Desire to support and meet the needs of customers, other employees and the company as a whole.
  
  

Certificates, Licenses, Registrations

• Must be able to become certified and maintain certification through internal and external approved Counter Sales and Services programs offered by the company. Forklift certification is essential.
  
  

City*

Doral

State*

Florida

Job Code

Sales Sales

Affiliate Sponsor

Johnstone Supply

Salary Range

Not Disclosed