Customer Service Representative

Description

At Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration.

This position is primarily in office, with limited flexibility for remote work as approved and based on business needs. These roles require in-person participation for activities that benefit from physical presence, including team alignment, hands-on tasks, training, customer needs, and cross-department coordination.

In-Office Work Expectations
\n • Work remotely on designated days while performing responsibilities that can be completed independently and digitally.
\n • Attend on-site workdays for collaboration, team meetings, project discussions, training, and operational tasks requiring physical presence.
\n • Participate in face-to-face interactions that support stronger communication, problem-solving, and cross-functional alignment.
\n • Maintain consistent communication with leadership and peers across both in-office and remote environments.
\n • Demonstrate flexibility to adjust on-site days when business needs arise (e.g., staffing needs, escalations, or project milestones).
\n • Uphold all workplace standards, confidentiality requirements, and security protocols both on-site and remotely.

Key Responsibilities
\n • Answer incoming phone calls professionally and maintain phone metrics and KPIs.
\n • Provide concierge-level service to assigned top-level Forte A accounts.
\n • Resolve customer requests including samples, order documents, inquiries, and account updates.
\n • Demonstrate strong knowledge of product complexity and e-tools.
\n • Execute proper internal escalation when needed.
\n • Build professional relationships with customers and Territory Sales Managers.
\n • Ensure timely and thorough issue resolution.
\n • Handle stressful situations and difficult customers calmly and professionally.
\n • Research, document, and resolve customer complaints of medium to high complexity.
\n • Assist with basic DoorBuilder estimating and order entry questions.
\n • Collaborate with team members to share knowledge.
\n • Maintain phone and email quality evaluation scores of 90% or higher.
\n • Perform other duties as assigned.

Qualifications

Education

• High school diploma or equivalent required
\n • Associate degree or higher preferred

Experience
\n • Minimum 3-5 years of previous experience in customer service. Relevant experience in manufacturing, call center or building supplies industry preferred
\n • Must be flexible to work overtime as required at the discretion of the company