Summary

The counter sales agent deals directly with our customers on a daily basis to ensure they have a positive experience. As a member of the branch team, this will primarily be accomplished through the selling of the breadth of our products, taking customer orders, following up on existing orders, looking up and ordering parts while providing excellent customer service. This position will regularly be asked to support other branch activities to ensure its success. This may include, but not limited to, helping with warehouse duties such as loading/unloading deliveries, picking materials for next day orders, assist in the receiving and restocking of parts/ products, may include using a forklift, inventory management, safety, and other duties as required.

Essential duties and responsibilities

As the daily face of the company to our customers, it is imperative to ensure they have a positive experience, while maintain our safety, quality, and other policies and standards.

* As a part of the branch team positively engage in our Zero Harm culture. Zero Harm is our vision that aims to eliminate all incidents, accidents, injuries, and harm in the workplace and to the environment. It is a commitment to ensure the safety and well-being of employees, contractors, and all individuals involved in our operations.

Ensure incidents, near-misses, and unsafe conditions are properly reported, and eliminated in a timely manner.

Ensure your PPE compliance and as a member of a team, help other do the same.

As a part of branch team delight our customers by providing quality products and services which meet or exceed their requirements and evolving expectations. This is achieved through a commitment to continuous improvement and the pursuit of a zero-defect culture.

Manage customer relationships and enhance the customer experience.

Engage in supporting and maintaining the efficient operation of the branch in accordance with current guidelines, policies, practices, and procedures.

Communicate daily with customers via phone, fax, e-mail, or in person.

Enter customer orders, look up parts, parts research, and warranties.

Promote and support sales promotions.

Collaborate with regional sales force and other field staff to deliver premier customer service.

Work closely with other vital departments such as credit, billing, shipping, purchasing, technical service, marketing, etc.

Research and resolve customer issues ad complaints.

Provide regular communication with our customers to scheduled dates and backorder status of product.

Research and processes credit and return requests.

Perform daily maintenance to customer orders to ensure timely delivery based on customer demand.

Assist in shipping and receiving activities as required to assure that products are handled and stored in a safe and efficient manner.

Oversee pricing and margins on orders and make appropriate adjustments when warranted.

Other duties as directed.

Qualifications: Qualifications

Qualifications, Education and/or Experience

2-4 years of customer service experience.

High School diploma or equivalent combined education and experience.

Strong interpersonal, customer relationship and decision-making skills.

Effective and professional communication and organization skills.

Ability to work effectively as a member of a team in a high-volume fast-paced environment.

Strong analytical skills.

Proficiency in Windows and Microsoft Office software is a plus.

HVAC industry experience preferred including warehouse and forklift operations.

Language skills

Describe reading, corresponding, and language requirements

Include presentation or training skills if needed