Lead Order Processor, Northeast

Your Role At A Glance

The Lead Order Processor is responsible for delivering exceptional customer service to both internal and external stakeholders while overseeing the daily operations of the Order Processing team. This position requires strong communication skills, attention to detail, and a deep understanding of Mastercam’s products, pricing, and sales policies. 

In addition to processing orders and resolving customer inquiries, the Lead is responsible for supervising Order Processors, providing guidance and training, and ensuring team accuracy and efficiency. The Lead will also review and approve team members’ timecards, ensuring compliance with company policies and timekeeping standards. The Lead is expected to proactively notify the Territory Manager when overtime may be necessary.

*Must be located in the Northeast*

How You’Ll Drive Success

Team Leadership And Oversight

• Supervise and support the Order Processing team, providing daily direction. 
• Review and approve timecards for Order Processors, ensuring accuracy and adherence to company timekeeping policies. 
• Act as the first point of contact for escalations within the team and assist in resolving complex customer or order issues. 
• Ensure team compliance with standard operating procedures and quality standards. 
• Assist in onboarding and training new team members. 

Order Processing And Invoicing

• 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 Territory Manager 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. 

Customer Service And Communication

• 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. 

Sales Policy And Pricing Knowledge

• 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. 

Collaboration And Efficiency Improvement And Other Duties

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

The Talents We’Re Seeking

Education

• High School Diploma or GED; Associate Degree or equivalent from a two-year college or technical school preferred. 

Required Skills

• Minimum 6 years of experience in a customer service environment, responding to customer questions and concerns.
• Strong leadership and team management skills.
• Proficiency in Microsoft Office (Teams, Word, Excel, PowerPoint), CRM systems (e.g., Salesforce), and accounting software (e.g., NetSuite).
• 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.
• 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.

Preferred Skills

• Prior experience in a lead or supervisory role.
• Familiarity with customer service best practices and escalation procedures.

Who We Are

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 leadership, Mastercam is dedicated to advancing CAD/CAM technology and driving transformation in the manufacturing sector. We continuously adapt to meet our customers' evolving needs with high-quality products and services that address the rigorous demands of the industry.

Our core values drive everything we do:

• Winning Together: We take the lead with a collaborative spirit and succeed as a team.
• Curiosity: We explore, challenge and innovate to shape the future.
• Responsibility: We put safety first and act with integrity and responsibility for our people and our planet, building trust in everything we do.
• Customer-focused: We listen, create, adapt and deliver – always close to our customers.

At Mastercam, we prioritize innovation, collaboration, and professional growth. Join our forward-thinking team and help us shape the future together. Discover more about our mission and values at www.mastercam.com, connect with us on LinkedIn, and join the conversation using #mastercam. Ready to make an impact? Apply now and be part of driving transformation in manufacturing.

It is the policy of the company to provide equal employment opportunities to all employees and employment applicants without regard to race, color, religion, sex, or national origin or any other classification protected by applicable local or state laws.

EOE/M/F/Vet/Disabled are encouraged to apply.

We are an E-Verify Employer.