Inside Sales Representative

Johnstone Supply, North Americas 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 the 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, Honeywell, Emerson, Johnson Controls, Google 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 Purpose:

The Inside Sales Representative increases sales and customer satisfaction through building relationships, facilitating bid creation, pricing maintenance, and delivering prompt, professional, and courteous service to customers. This role supports all aspects of the customer experience, including sales support, technical product research, preparation of sales quotes and bids—particularly for large contractors and key accounts—order processing, pricing, and promotional initiatives. The representative may also manage the unique needs of high-value and key account customers, ensuring a seamless and responsive service experience.

Essential Job Functions:

• Greets customers via incoming telephone calls, responds to emails, and provides all aspects of customer service by: providing quotes, taking sales orders, researching products/services, and answering general information questions.
• Provides prompt, courteous service by listening to the customer’s needs and requests and responding accordingly in a professional and helpful manner.
• Takes orders, offers products, and enters sales orders into sales order entry system and processes credit card payments in accordance with SOP’s. Ensures inventory availability working with other team members and ensures that orders are shipped according to the customer instructions.
• Calculates refrigeration load requirements and other technical specifications for quotes and bids.
• Increases sales and average order sizes by means of cross-selling, up-selling, add-on sales and offering promotional sales items as well as through outbound sales calls as directed by management. Participates in company-sponsored sales initiatives to support sales plans.
• Resolves customer returns, complaints, and concerns with a positive attitude and
• Follows company pricing and credit guidelines; may maintain pricing structures as assigned.
• May service the needs of a specific market, customer, or group as assigned.
• Identifies damaged inventory or other inventory needs and bring this to the attention of the supervisor.
• Assists Account Managers with key customer’s needs, bids, and quotes as requested.
• Builds and maintains customer relationships and shares information for a positive customer experience with supervisor.
• Participates in on-call or hotline coverage as assigned.
• Remains current with products and services and attends training assigned in order to acquire product knowledge to provide informed and effective customer service.
• Promotes monthly programs, flyers, and special promotions by calling customers to make them aware of these promotions in order to enhance counter sales.
• May handle customer warranty claims including processing 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).
• Works the sales counter area during peak periods or for relief of counter sales reps on lunch, as assigned.
• May participate in projects or initiatives as assigned by the supervisor or sales leader.
• Performs all other duties as assigned.

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school degree or equivalent required. 5 years of experience in a similar position; or equivalent combination of Bachelors’, Associates’, or technical education and experience.

· Required:

• High school diploma or equivalent.
• Minimum 2 year experience in HVAC/R or related industry.

· Preferred:

• Minimum of 2 years in a similar position.
• Product/applications and/or Wholesale Distribution experience preferred.

Certificates, Licenses, and Registrations:

· There are no certificates, licenses, or registrations required for this role.

Job Knowledge, Skills, and Abilities:

• Competency working with Microsoft Office suite of products and ability to learn and apply job specific software.
• Experience working in a retail, wholesale, or customer service experience helpful.
• Demonstrated understanding and application of effective sales strategies and techniques.
• Ability to deliver exceptional customer service in person, on the phone, and through email and virtual platforms.
• Ability to successfully and professionally communicate in a variety of formats to a wide range of audiences.
• Ability to actively listen, identify needs, and provide effective solutions.
• Ability to manage time in a deadline driven environment with skill adapting quickly to changing priorities.
• Able to diffuse and handle difficult situations with diplomacy and tact.
• Team player who works productively with wide range of people.
• Understands basic inventory, warehousing and stocking procedures.
• 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.

People Leadership Level:

• Individual Contributor Non-Lead – Focus on producing own work, achieving quality standards, and meeting deadlines; no personnel authority; this category includes IC’s who are knowledge resources for their peers.

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 enable individuals with disabilities to perform the essential functions.

Work Environment:

• Typical office building with most work performed at a desk using equipment such as PCs, phones, electronic files, RF scanner, and other office equipment. Occasional time spent in a store environment with shelves and bins and/or an unconditioned warehouse environment, which may involve hot and cold temperatures, dust, dirt, noise, and exposure to fumes, airborne particles, or toxic or caustic chemicals. Position is an in-office role in the assigned location.

#JSTMM1

We’re also interested in hiring a great candidate that holds these values so we can further build a strong company culture: 

• 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.

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.