Will Call Flex

Position “flexes” between warehouse operator and inside sales representative responsibilities. Warehouse
functions may include (but are not limited to) receiving, order filling, stock replenishment, will call, cycle
counts and delivery. On the counter, provides prompt and courteous service to customers that includes:
sales, merchandising, order processing, pricing, product research, promotional activities and all aspects of
customer service. Showroom stocking, organization and cleaning are required on an as-needed basis.

Essential Job Function

1. Services customers’ needs at Will Call counter by providing friendly, accurate and prompt fulfillment
of orders.
2. Receives product into the warehouse; inspects freight for damage, verifies quantity ordered, checks
shipments against packing lists. Uses RF scanner to receive product.
3. Replenishes stock, including re-stocking of picking stock, filling bin boxes, facing cartons, storing
pallets, and rotating product as needed.
4. Fills customer orders by picking product using RF scanner, ensuring accuracy by scanning barcodes,
and packing product into cartons or pallets.
5. Delivers products to customers as needed.
6. Services customer needs on the counter by providing friendly, accurate and prompt fulfillment of
orders.
7. Handles 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).
8. Enter sales orders into Sales Order Entry System and process credit card payments or receive cash
payments all in accordance with SOP’s.
9. Answers 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.
10. Maintains Min / Max flow of product in showroom and displays by; stocking merchandise, facing
shelves, organizing product in accordance to merchandising plan-o-gram, removing litter and dusting
and cleaning shelves.
11. Balances individual daily sales transactions to payments received in accordance with the company’s
cash handling policy.
12. Identifies damaged inventory and bring this to the attention of the Store Manager for mark-down
and quick sale.
13. Maintains a neat, clean and professional personal appearance.
14. Attends training seminars on products and services in order to acquire product knowledge in order
to provide informed and effective customer service.
15. 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.

Internal Relationships

• Sales personnel
• Warehouse personnel
• Purchasing personnel
• Branch personnel
• 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.

Education, Work Experience & Specialized Skills or Knowledge

• High School or general education degree (G.E.D.)
• Good knowledge of personal computers.
• 1 – 2 years of previous retail / wholesale or customer service experience desired.
• 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 Environment / Working Conditions

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.

Store & Warehouse Environments
Medium to large store with shelves and bins, most work is performed with telephone equipment, personal
computer, fax, printer and RF scanner. Store climate is air conditioned or heated. Warehouse is not
conditioned space and can be warm or cool depending on the season, but not extremely hot or cold

Why the Ware Group?

• Competitive Pay
• Comprehensive benefits package including Health, Dental, and Vision
• 401K with company match
• Tuition Reimbursement Program
• EAP Program
• Employee Wellness 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).