Order Processor

The Order Processor is responsible for delivering exceptional customer service to both internal and external stakeholders while managing the accurate and timely processing of orders. This role requires strong communication skills, attention to detail, and a solid understanding of Mastercam’s products, pricing, and sales policies. Key responsibilities include processing customer orders efficiently and accurately; responding to customer inquiries and resolving issues related to orders, pricing, and product availability;

and maintaining up-to-date knowledge of Mastercam’s product offerings and sales procedures. Success in this role requires a proactive approach, a commitment to quality, and the ability to work effectively in a fast-paced environment.

* Must be located in NC, local to Morganton area for Hybrid Role *

• Accurately invoice customer orders in a timely manner and lead the team in maintaining the same standard of accuracy and efficiency.
• Review and process orders, escalating to the Lead Order Processor as needed and collaborating on customer support issues or order concerns that fall outside the scope of standard customer service.
• Collaborate with Sales to process new requests from all buyers.
• Provide product and technical support related to SIMs and NetHASPs.
• Program and perform SIM swaps at customer request.
• Assist Technical Support in troubleshooting and replacing faulty SIMs, programming devices, and verifying functionality.

• Answer Customer Service calls and monitor various email accounts to provide timely and accurate information to our customers.
• Respond to customer inquiries and concerns directly while providing clear, accurate information about products and services.
• Utilize the ticketing system to provide timely feedback to affected departments regarding service failures or customer concerns.

• Maintain a thorough understanding of Mastercam’s current price list and corresponding Sales Policies.
• Maintain current knowledge regarding upcoming promotions, specials, and pricing changes from the Sales Department.

• Partner with the Business Systems team to identify and implement CRM improvements that enhance team efficiency.
• Provide support to the Lead Order Processor, Territory Manager and Manager of Direct Order Processing on special projects, as needed.

• May perform other duties as directed.

• High School Diploma or GED;
  Associate Degree or equivalent from a two-year college or technical school preferred.
• 3+ years’ experience in a customer service environment, responding to customer questions and concerns.

• Above average communication skills, both written and verbal, with the ability to provide accurate and timely information in a succinct and easy to understand manner.
• Proficiency in Microsoft Office (Teams, Word, Excel, PowerPoint), CRM systems (e.g., Salesforce), and accounting software (e.g., Net Suite) preferred.
• Strong organizational skills with attention to detail and the ability to multitask.
• Effective problem-solving and analytical skills.
• Proven ability to manage time effectively and work collaboratively in a team environment.

At Mastercam, we are Shaping the Future of Manufacturing®. As the leading provider of advanced digital manufacturing solutions, we empower manufacturers to maximize productivity, streamline operations, and drive transformation. Supported by a global network of Channel Partners and a vibrant developer community, Mastercam sets the benchmark for excellence in manufacturing technologies.

As part of Intelligent Manufacturing and the broader Sandvik Group, Mastercam is at the forefront of digital transformation. Our team of over 350 professionals and 400 Channel Partners is committed to delivering exceptional service and expertise to our diverse international clientele. We focus on pioneering innovative technology and delivering unmatched solutions to help our customers achieve exceptional precision and productivity.

With 40 years of industry…