What are the responsibilities and job description for the Manager, Customer Experience position at Forte Opening Solutions?
At Forte Opening Solutions, we’re committed to delivering dependable service, high-quality products, and thoughtful innovation. Our people are the foundation of that commitment. We hire individuals who take ownership, operate with transparency, and always keep the customer at the center of what they do.
The Customer Experience Manager leads Inside Sales and Warranty for Forte Components. This role oversees quoting, order entry, issue resolution, and CE usage. They ensure accuracy, professionalism, and responsiveness in execution while fostering a high-performance, customer-focused culture. This leader also owns the overall customer experience strategy for Components.
Key Responsibilities
Team Leadership & Development
- Lead and coach Inside Sales Coordinators to meet service expectations
- Set clear goals and ensure accountability for execution and responsiveness
- Promote a culture of ownership, collaboration, and continuous improvement
Customer Experience Execution
- Oversee quote generation, order entry, invoicing, and claims management
- Monitor and improve shared inbox and phone system activity, escalation response, and customer messaging
- Ensure timely and accurate communication of ship dates, delays, or changes
- Promote consistent CE usage for insights and documentation
Commercial Partnership
- Share customer insights to support pricing, forecasting, and sales strategy
- Communicate recurring trends and issues across Sales, Product, and Operations
- Maintain a broad understanding of products and customer types
Process & KPI Management
- Own the customer experience strategy for Components
- Establish and manage KPIs for order entry, claims, and inside sales
- Ensure data accuracy in dashboards and reporting tools
- Drive continuous improvement in tools, processes, and performance visibility
- Bachelor’s degree or equivalent experience
- 5 years in customer-facing roles, including 2 years in a leadership role
- Background in manufacturing or building materials preferred
- Proficient in Microsoft Office, Dynamics CE, and Power BI
- Skilled communicator with clarity, empathy, and discretion
- Strong communicator with clarity and empathy
- Organized and detail-oriented
- Capable of managing priorities and driving accountability
- Analytical and solutions-oriented
- Commercially aware and customer-focused