Job Description
Counter Sales Supervisor Now is the best time to join Johnstone Supply. 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. Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service. Johnstone is growing, and so can you. Position responsibilities 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. Position requirements: 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. 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. 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 t