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

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

Key Responsibilities

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

## Qualifications

Education

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

Experience

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