Counter Sales - HVAC & Appliance

Who we are: D&L Parts Company, formerly known as D&L Appliance Parts, was established in 1955. Our American, family-owned company was created for the everyday handyman in need of the right parts, but unwilling to pay big box stores prices. Over the last 65 years, we realized the contractor’s emerging need for an all in one Parts, Tools, Appliances, and HVAC distributor. Our company took this as a challenge to create a store that fulfills everyone’s needs while staying true to our original purpose. To accomplish this, we expanded our locations, inventory, and product lines.

Currently, we have 28 convenient locations across North and South Carolina. We distribute both wholesale and retail, repair/replacement parts, accessories, maintenance supplies, tools, and equipment for major Appliances, Refrigeration, Residential, Light Commercial, Heating, and Air Conditioning brands. Since the beginning, D&L has devoted to servicing all customers from the do-it-yourselfers (DIY) to servicers, and contractors. No matter the size job, we are there every step of the way.

We treat our employees, customers, and community like family.

SUMMARY: Responsible for providing effective Sales & Customer Service to all D&L customers by utilizing excellent, in-depth knowledge of products, procedures, and policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Learn the skills necessary to offer top-notch service with our new and existing Trane, Goodman and OXBOX customers.
• Contact the HVAC/Appliance technicians, builders and multifamily maintenance in the _______ market and convince them to use D&L as their new source for HVAC and Appliance parts, equipment and supplies.
• Researches viable solutions and informs customers of product availability, unit prices, delivery dates, anticipated delays and any additional information needed for customer inquiries/sales
• Provides customer service as required to all counter, internet and telephone customers
• Processes orders and inquiries as required to meet/exceed sales, margins and profitability quota, up-selling and cross-selling to customers
• Handles and processes warranty claims, paperwork, associated computer data entry, customer complaints and problems effectively and timely
• Answers incoming calls and assists customers
• Monitors and communicates HVAC and Appliance parts and equipment you feel we should have in stock at the Branch
• Researches and resolves customer complaints to ensure customer satisfaction and retention
• Responsible for cleanliness and organization of workspace and Branch
• Makes outbound calls to increase revenue and customer base for HVAC systems, appliances, and parts
• Attends and participates in educational and training events as well as trade shows
• Delivers merchandise to customers as requested
• Process and handle warranty claims as requested
• Participates in physical inventories for purpose of verifying stock and identifying losses
• Operates within Standard Operating Procedures in accordance with D&L Company Policies and Handbook, including IT policies
• Other duties and responsibilities as necessary for the business or as requested by Management

WORK ENVIRONMENT: This job operates in a professional office environment, however when assisting customers or moving parts/equipment may be exposed to fluctuating temperatures (extreme heat/cold). This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

STANDARD HOURS: 40 per week, during regular business hours on a schedule set by Branch Manager between the business hours of 7:30 a.m. to 5:00 p.m. Mon-Fri with occasional time after 5:00 p.m. Periodic mandatory overtime, and/or Saturday hours.

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, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effective oral/written communication skills
• Attention to detail/Accuracy
• Ability to multitask and work under pressure
• Quick learner/Able to resolve problems
• Works well with others (team player)
• Reliability/Dependability
• Excellent follow-through (with customers & workforce)
• Results-oriented
• well with limited supervision
• Periodic mandatory overtime

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent.
• Minimum 2 years’ experience in HVAC/Appliance customer service, sales or maintenance.
• Wholesale/retail sales experience preferred.
• Stable, solid work history.

SKILLS and ABILITIES:

• Adherence to safety procedures.
• Ability to read and comprehend simple to moderately difficult instructions.
• Ability to add, subtract, multiply and divide, i.e. calculate change customers
• Must be able to operate basic office equipment such fax machine, copier, etc.
• Computer/Internet proficiency.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must frequently lift and/or move parts, equipment and/or appliances up to 100 pounds and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close and distance vision. The employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear; and climb or balance, carry, stoop, push/pull, crouch and/or kneel.