Qualifications
An Order Writer processes customer orders, answers technical and specification questions, and provides general customer service. The position is customer-facing and requires a high degree of professionalism, organization, and problem-solving ambition. This position reports to the Inside Sales Supervisor at the assigned plant location. The Key Accountabilities of the Order Writer role are as follows.
Key Accountabilities:
Order Processing (70%):
•Provide guidance with basic order processing questions.
•Processes orders in ERP-ONE or Door Builder Live as appropriate, independent of trainer.
- Work collaboratively with other Order Writers to manage the inbound queue of customer orders.
- Meet or exceed expected order turnaround time to maximize production efficiency.
- Assist customers with questions on orders, specifications, pricing, and product offerings.
- Provide resolution to complex customer requests including, but not limited to, sample requests, order documentation inquiries, advanced product knowledge, or website/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 provide explanations for pricing discrepancies as required
•Recognize potential pricing issues or pricing irregularities within products and work with Inside Sales Leadership to correct internally.
- Perform other duties as assigned by the Inside Sales Supervisor to ensure positive customer experience
•Maintain a general understanding of hardware templates and applications, warranty claim process, and manufacturing limitations and specifications. Customer
Relationship Management (15%):
- Interact with customers in a positive and professional manner via phone, email, or in-person on sales or order questions.
- Generate awareness or promote the business in a positive sales manner during customer interactions.
- Foster and maintain positive customer relationships for internal and external customers.
- Enhance customer retention through exceptional service and an approachable, positive demeanor.
•Maintain clear and professional communication via phone and email.
•Actively identify and communicate opportunities for organizational growth, process improvement, and enhanced customer engagement, contributing to the long-term success of the company.
Training and Technical Leadership (15%):
- Provide training and technical support to Level I and II Order Writers on complex quotes, orders, or
customer service questions.
- Assist in training new procedures, products, and services both internally and externally.
- Read hardware templates and understand construction principles of internal and outsourced products.
Job Requirements:
Technical Knowledge and Skills Requirements:
- Must possess excellent skills using Microsoft Word, Excel, Outlook, and PowerPoint, with the ability to
communicate effectively, efficiently, and concisely using each one.
- Must have previous experience utilizing CRM systems to manage customer information accurately.
- Must be a task-oriented collaborator with the ability to work on multiple customer projects
simultaneously and balance accordingly.
- Must be an extremely effective, professional, and polished communicator in person, via telephone, or
electronically.
- Must have building material sales or manufacturing experience and/or sound working knowledge of
door and hardware industry products.
- Must demonstrate strong commitment to our core values in all interactions, decisions, and
contributions, fostering a positive and values-driven workplace culture.
- Prefer previous experience in a customer service or sales-related role for products that are
manufactured or assembled in an industrial environment.
Hours, Travel, and Location:
- Salary non-exempt position with flexibility to work extended hours and/or weekends as needed.
- Normal business hours are Monday-Friday between 7 AM and 5 PM, with scheduled shift within that
range.
- This position is 100% in-office, located in Thorofare, NJ, Arlington, TX, or Howell, MI. No hybrid. No
remote.
- Overnight travel up to 20% may be applicable to this role.