Customer Service Representative I

Forte Opening S; Marshfield (WI); On-site; USD 32,000 - 42,000; Full time

Job summary

Forte Opening Solutions seeks an entry-level CSR (Level 1) to join the customer service team in Marshfield, WI. The role provides daily phone and email support to resolve customer questions and concerns.

The position is primarily in-office with limited remote work approved as needed. Responsibilities include answering calls, assisting top accounts, processing orders, and documenting issues, with emphasis on product knowledge and cross-functional collaboration.

Qualifications

• Entry-level CSR role providing daily phone and e-mail support.
• Minimum 1–2 years of customer service experience preferred.
• Manufacturing/building supplies industry experience preferred.

Responsibilities

• Answer incoming calls professionally and maintain KPIs.
• Provide concierge-level service to assigned Forte A accounts.
• Resolve requests including samples, documents, and updates.
• Demonstrate knowledge of product complexity and e-tools.
• Escalate internally when needed.
• Build relationships with customers and Territory Sales Managers.
• Ensure timely issue resolution and manage stressful interactions.
• Assist with order entry questions and basic estimating.
• Collaborate with team members to share knowledge.
• Maintain high phone/email quality scores (90%+)
• Perform other duties as assigned.

Skills

Customer service

Phone etiquette

Problem solving

Cross-functional collaboration

Knowledge of product/e-tools

Education

High school diploma

Associate degree preferred

Tools

DoorBuilder estimating

CRM software

Job 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.

The CSR Level 1 is an entry level position within customer service and provides daily customer support through phone and e-mail to resolve customer questions and concerns.

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 education required, Associate Degree or higher preferred

Experience

• Minimum 1-2 years of previous experience in customer service.
• Manufacturing, call center, or building supplies industry experience preferred

Additional Requirements

• Must be flexible to work overtime as business needs require.