Job Description

Job Type Full-time Description 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 Virginia, 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. Mission Statement To provide vast knowledge, problem-solving, and great customer service to all no matter the size of the job. D&L "Family" Values (core/pillars) F - Fast - the ability to get your part in a timely manner A - Accuracy - providing accurate information to our customers and employees at all times. M - Manufacturers - partnering with the biggest and best manufacturers to keep the stock our communities need. I - Investment in our people and our customers. L - Listening to our customers and responding in a timely manner allowing them to make the most profit and accomplish their job effectively. Y - You! As a customer, employee, or member of our community - YOU the best part of D&L! A Brief Overview Our customers are very important to D&L Parts and it is extremely important to maintain exceptional customer service and treat all customers with the utmost respect at all times. An Inside/Outside Sales Representative will be expected to not only play a key role in negotiating with clients, generating leads, qualifying prospects, and managing sales of products and services but also be a team player. While supporting and assisting the branch with order intake, you will be serving as a liaison between our company and current or potential customers. The individual will be driven and look for ways to improve customer relations by utilizing excellent, in-depth knowledge of products, procedures, and policies. Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation, and dedication, we're the right company for you. 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 Raleigh 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. Requirements 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. D&L Parts Company

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