Customer Support Representative

Johnstone Supply; Town of Florida (NY); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health and wellness benefits

Paid time off (PTO)

401(k) with company match

Tuition reimbursement

Job summary

Johnstone Supply in the United States is seeking a Customer Service Representative to provide prompt, courteous service to customers including sales, quotes, and order processing. You will handle warranty claims, assist with key accounts, and support pricing decisions while maintaining accuracy and excellent customer service.

The role requires basic math, English proficiency, and knowledge of HVAC/R products.

Qualifications

• Able to communicate effectively with customers.
• English reading/writing proficiency required.
• Basic mathematical skills for quotes and pricing.
• Attention to detail and organizational ability.
• Capable of working with minimal supervision under pressure.
• RF scanner knowledge and forklift experience preferred.

Responsibilities

• Greet customers on the telephone in a prompt, professional and helpful manner.
• Provide quotes and process sales/orders; research products/services as needed.
• Handle warranty claims and credit returns with proper documentation.
• Enter sales orders into the system and process payments per SOPs.
• Respond to customer calls with information and product/service guidance.
• Calculate refrigeration load requirements for quotes and bids.
• Identify damaged inventory and flag to Store Manager for markdowns.
• Support Account Managers with key customer needs and bids.
• Maintain a neat, professional appearance and participate in training.

Skills

Customer service

HVAC/R product knowledge

English communication

Basic math

Teamwork

RF Scanner proficiency

Education

Forklift certification

Tools

RF Scanner

Forklift

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.

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.

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.

Qualifications

• 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.

Physical Demand

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

Physical

While performing the duties of this job, the employee is required to stand and walk on a concrete floor through a store for the majority of the workday. The employee is regularly required to reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; and lift up to 50 pounds. The individual is frequently required to talk or hear and occasionally lift up to 70 pounds. Special vision requirements are near vision; distance vision; peripheral vision, and color vision.

Company Values

• 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.

Benefit Overview

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.