What are the responsibilities and job description for the Customer Service Representative position at Johnstone Supply- The Ware Group?
***Experience with Customer Service or Counter Sales within the HVAC, Refrigeration, or any of the trades is preferred.***
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 customer’s 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 Customer’s 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.
- Time permitting – promote monthly flyers and special promotions by calling customers to make them aware of these promotions in order to enhance counter sales.
- Alert immediate supervisor when showroom sales are observed to be brisk so that additional staff can be added to counter to avert long waiting times for customers.
- Perform other duties as requested in order to maintain our high level of customer service through timely and effective teamwork.
The Ware Group / 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.
Why the Ware Group?
- Competitive Pay
- Comprehensive benefits package including Health, Dental, and Vision
- 401K with company match
- Tuition Reimbursement Program
- EAP Program
- Employee Referral Program
- Warehouse Safety Reward Program
We are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).
Education
Required- High School or better
- Some college or better
Skills
Preferred- Computer Systems & Programs
- Refrigeration
- Computer skills
- Communication
Behaviors
Preferred- Innovative: Consistently introduces new ideas and demonstrates original thinking
- Enthusiastic: Shows intense and eager enjoyment and interest
- Team Player: Works well as a member of a group
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
