Customer Support Representative
Johnstone Supply, Jacksonville, Florida, United States, 32290
Overview
Johnstone Supply
is seeking a Customer Support Representative to deliver 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 for large contractors and key accounts, order processing, pricing, and promotional initiatives. The representative will manage the unique needs of high-value and key account customers, ensuring a seamless and responsive service experience. Our customers are professional certified technicians and contractors who come to Johnstone for our product selection, expertise, and quality service. Johnstone is growing, and so can you.
Position Responsibilities
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 (SOPs).
Enter sales orders into the Sales Order Entry System and process credit card payments in accordance with SOPs.
Answer incoming customer telephone calls and provide all aspects of customer service by: providing quotes or taking sales orders, researching 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 markdown 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 needs, bids, or quotes as requested.
Maintain a neat, clean and professional personal appearance.
Attend training seminars on products and services to acquire product knowledge and provide informed and effective customer service.
Time permitting – promote monthly flyers and special promotions by calling customers to raise awareness of these promotions to enhance counter sales.
Alert immediate supervisor when showroom sales are brisk so that additional staff can be added to counter to avert long waiting times for customers.
Perform other duties as requested to maintain a high level of customer service through timely and effective teamwork.
Position Requirements
High School diploma or GED.
Good knowledge of personal computers.
1–2 years of previous retail/wholesale or customer service experience desired.
Ability to read, write, and communicate effectively in English; bilingual in Spanish is preferred.
Company Values
Safety: Prioritizes safety at work and at home, ensuring those who work for you work safely.
Customer Focused: Takes the perspective of those we serve, anticipates needs, and responds quickly.
One Team: Wins together by collaborating, focusing on the common goal, and leveraging team strengths.
Own It: Takes initiative, acts with urgency and pride, does things right the first time, and acts with integrity.
Innovate: Embraces and creates 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 customizable plans for medical, dental, vision coverage, and options for alternative care.
We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement and investment in our people is matched by our commitment to superior customer experience.
Johnstone Supply is North America’s leading wholesale distributor of HVACR equipment, parts, and supplies. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America, resulting in over $4 billion in annual sales. We work with some of the largest companies in the world to provide contractors with world-class products, technical expertise, and quality service.
EOE & E-Verify Participating Employer.
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is seeking a Customer Support Representative to deliver 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 for large contractors and key accounts, order processing, pricing, and promotional initiatives. The representative will manage the unique needs of high-value and key account customers, ensuring a seamless and responsive service experience. Our customers are professional certified technicians and contractors who come to Johnstone for our product selection, expertise, and quality service. Johnstone is growing, and so can you.
Position Responsibilities
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 (SOPs).
Enter sales orders into the Sales Order Entry System and process credit card payments in accordance with SOPs.
Answer incoming customer telephone calls and provide all aspects of customer service by: providing quotes or taking sales orders, researching 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 markdown 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 needs, bids, or quotes as requested.
Maintain a neat, clean and professional personal appearance.
Attend training seminars on products and services to acquire product knowledge and provide informed and effective customer service.
Time permitting – promote monthly flyers and special promotions by calling customers to raise awareness of these promotions to enhance counter sales.
Alert immediate supervisor when showroom sales are brisk so that additional staff can be added to counter to avert long waiting times for customers.
Perform other duties as requested to maintain a high level of customer service through timely and effective teamwork.
Position Requirements
High School diploma or GED.
Good knowledge of personal computers.
1–2 years of previous retail/wholesale or customer service experience desired.
Ability to read, write, and communicate effectively in English; bilingual in Spanish is preferred.
Company Values
Safety: Prioritizes safety at work and at home, ensuring those who work for you work safely.
Customer Focused: Takes the perspective of those we serve, anticipates needs, and responds quickly.
One Team: Wins together by collaborating, focusing on the common goal, and leveraging team strengths.
Own It: Takes initiative, acts with urgency and pride, does things right the first time, and acts with integrity.
Innovate: Embraces and creates 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 customizable plans for medical, dental, vision coverage, and options for alternative care.
We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement and investment in our people is matched by our commitment to superior customer experience.
Johnstone Supply is North America’s leading wholesale distributor of HVACR equipment, parts, and supplies. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America, resulting in over $4 billion in annual sales. We work with some of the largest companies in the world to provide contractors with world-class products, technical expertise, and quality service.
EOE & E-Verify Participating Employer.
#J-18808-Ljbffr