Order Writer

Forte Opening Solutions•Arlington, TX

3d•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. The position reports to the Inside Sales Supervisor at the assigned plant location. The role focuses primarily on processing orders, including handling customer questions and requests, reviewing orders and revisions, checking pricing alignment, and coordinating with other Order Writers to manage the inbound order queue. It also involves maintaining customer relationships through professional communication and service, as well as providing training and technical support to other Order Writers. This is a salary non-exempt position based 100% in-office in Thorofare, New Jersey; Arlington, Texas; or Howell, Michigan. Normal business hours are Monday through Friday between 7 a.m. and 5 p.m., with a scheduled shift within that range. Extended hours and/or weekend work may be needed. Overnight travel of up to 20% may apply.

Requirements

Excellent skills using Microsoft Word, Excel, Outlook, and PowerPoint, including the ability to communicate effectively, efficiently, and concisely using each.
Previous experience using CRM systems to manage customer information accurately.
Ability to collaborate, focus on tasks, manage multiple customer projects simultaneously, and balance competing work appropriately.
Highly effective, professional, and polished 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.

Nice To Haves

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

Responsibilities

Process orders using 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.
Answer customer 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 the appropriate approval levels.
Maintain alignment between quote and order pricing; assess escalation needs and explain pricing discrepancies.
Identify potential pricing issues or product pricing irregularities and work with Inside Sales Leadership to correct them internally.
Maintain a general understanding of hardware templates and applications, warranty claim processes, and manufacturing limitations and specifications.
Interact with customers professionally by phone, email, or in person on sales and 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 new procedures, products, and services, internally and externally.
Read hardware templates and understand construction principles for internal and outsourced products.
Perform other duties as assigned by the Inside Sales Supervisor to support a positive customer experience.