Counter Manager

Johnstone-Supply; Richmond (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

Johnstone-Supply is seeking a Counter Manager to oversee daily store operations, guide staff, and deliver exceptional HVAC customer service. You will participate in sales, inventory control, and safety protocols while supporting a positive, team-oriented environment.

Responsibilities include hiring, training, scheduling, inventory tasks, and resolving issues. Strong HVAC knowledge and basic computing are essential.

Qualifications

• High School Diploma or GED required.
• Minimum 3 years HVAC customer service or sales experience.
• Basic computer skills (Email, Internet, Word, Excel, JEN, DDI Inform).
• General knowledge of HVACR products and industry.

Responsibilities

• Hire, train, schedule, and supervise staff.
• Maintain a customer-focused storefront and service.
• Assist with sales, inventory management, and promotions.
• Ensure safety and store cleanliness; report hazards.
• Operate equipment safely and maintain MSDS certifications.
• Monitor hours, support scheduling, and resolve issues with supervision.
• Assist with annual physical count of warehouse inventory.

Skills

HVAC knowledge

Customer service

Sales experience

Staff management

Basic computer skills

Education

High School Diploma / GED

Tools

POS systems

Barcode inventory

MS Excel

JEN

DDI Inform system

Internet browsers

Job description

Position Overview:

The Counter Manager oversees daily operations by managing staff, fostering a customer-focused environment, and ensuring compliance with company policies and safety standards. Responsibilities include hiring, training, scheduling, and resolving operational issues while actively assisting with sales, inventory management, and maintaining a safe, organized storefront. Knowledge of HVAC products, basic computer skills, and customer service experience are essential.

Managerial Duties:

• Continually evaluate store personnel to ensure the correct employees are in the correct role.


• Ensure branch culture is focused on servicing customers.


• Foster a team-oriented atmosphere, operating as a leader with a positive attitude.


• Adhere to and train employees to maintain proper workplace procedures, policies, and safety protocols.


• Maintain open communication to support a healthy work environment.


• Train employees in all areas to help the store succeed.


• Manage employees and resolve any problems, whether customer based, or employee based.


• Report any consistent problems that are not being resolved to supervisor.


• Monitor employee hours and assist with schedules.


• Facilitate or lead projects as assigned.

Sales Duties:

• Assist with customer service and sales, including answering phones, greeting customers, and servicing the sales counter.


• Provide product recommendations and/or price quotes.


• Pull material for orders. Assist with loading material into customer vehicle when requested.


• Replenish and restock counter shelves to ensure adequate inventory levels per instruction from branch manager.


• Work with branch manager to develop and execute sales promotions and counter activities.


• Ensure safety by maintaining cleanliness of storefront. Make sure that aisles are free of potential hazards. Report all unsafe conditions to management.


• Operates hand trucks, pallet jacks, forklifts, order pickers, and other equipment safely and in accordance with organizational procedures.


• Accesses Material Safety Data Sheets (MSDS) as needed and when appropriate.


• Maintains required hazardous materials, forklift, and other internal and external certifications.


• Assist with annual physical count of full warehouse inventory.

Required:

• Valid REAL ID or passport


• High School Diploma / GED OR equivalent combination of education and experience.


• Minimum 3 years of HVAC customer service or sales experience


• Basic computer skills (e.g., Email programs, Internet browsers, Word, Excel, JEN, and the DDI Inform system).


• General knowledge of HVACR products, concepts, and the industry as a whole.

Preferred:

• Experience with computer or barcode driven inventory management systems.


• Demonstrated understanding and application of effective sales strategies and techniques.


• Skill in using point-of-sale computer systems to locate information and process transactions.

Physical Demands:

• Ability to lift to 75 pounds climb and balance on ladders and equipment; walk, stoop, kneel, crouch and crawl; and reach, push, pull and manipulate.


• Most work is performed in a climate-controlled retail setting where noise levels are low-to-moderate. Warehouse environment is climate-controlled but may be open to dust/dirt.

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