Order Writer

Forte Opening Solutions•Arlington, TX

5d•Onsite

About The Position

The Order Writer processes customer orders, answers technical and specification questions, and provides general customer service. This customer-facing role requires professionalism, organization, and problem-solving skills and reports to the Inside Sales Supervisor at the assigned plant location. The role focuses on order processing, customer relationship management, and training and technical leadership. Order Writers process orders, revisions, custom items, and add-ons; help customers with order, specification, pricing, and product questions; and work with colleagues to manage the inbound order queue and meet turnaround expectations. They also support positive customer relationships, provide technical support and training to other Order Writers, and help customers and colleagues understand products and procedures. This is a salary non-exempt position based 100% in-office at one of the listed locations: Thorofare, NJ; Arlington, TX; or Howell, MI. Normal business hours are Monday through Friday between 7 AM and 5 PM, with a scheduled shift within that range. Extended hours and/or weekends may be needed, and overnight travel up to 20% may apply.

Requirements

Excellent skills using Microsoft Word, Excel, Outlook, and PowerPoint, with the ability to communicate effectively, efficiently, and concisely using each.
Previous experience using CRM systems to manage customer information accurately.
Ability to collaborate, remain task-oriented, manage multiple customer projects, and balance priorities.
Strong, professional communication skills in person, by telephone, and electronically.
Building material sales or manufacturing experience and/or sound working knowledge of door and hardware industry products.
Commitment to the company’s core values in interactions, decisions, and contributions.
Flexibility to work extended hours and/or weekends as needed.
Ability to work in-office at one of the listed locations.

Nice To Haves

Previous experience in a customer service or sales-related role involving products manufactured or assembled in an industrial environment.

Responsibilities

Provide guidance on basic order-processing questions and process orders in ERP-ONE or Door Builder Live independently of a trainer.
Collaborate with other Order Writers to manage the inbound queue of customer orders and meet or exceed expected order turnaround times.
Assist customers with questions about orders, specifications, pricing, and product offerings.
Resolve complex customer requests, including sample requests, order documentation inquiries, advanced product questions, and website or e-tool navigation.
Review and process orders, revisions, custom items, and add-ons while ensuring appropriate approval levels.
Maintain alignment between quote and order pricing, assess escalation needs, and explain pricing discrepancies as needed.
Identify potential pricing issues or irregularities and work with Inside Sales Leadership to correct them.
Maintain a general understanding of hardware templates and applications, warranty claims, manufacturing limitations, and specifications.
Interact positively and professionally with customers by phone, email, or in person on sales or order questions.
Promote the business positively during customer interactions and foster relationships with internal and external customers.
Enhance customer retention through exceptional service and clear, professional communication.
Identify and communicate opportunities for organizational growth, process improvement, and improved customer engagement.
Provide training and technical support to Level I and II Order Writers on complex quotes, orders, and customer service questions.
Assist with training on procedures, products, and services internally and externally.
Read hardware templates and understand construction principles for internal and outsourced products.
Perform other duties assigned by the Inside Sales Supervisor to support a positive customer experience.