Job Description

Your Role at a Glance

The Direct Order Processor is responsible for delivering exceptional customer service to both internal stakeholders and customers. This role requires clear, professional, and friendly communication to provide product information, respond to inquiries, identify potential issues, and resolve concerns efficiently and effectively. The Direct Order Processor plays a critical role in supporting customer satisfaction by ensuring accurate order processing, timely invoicing, and seamless coordination across departments.

In this role, you will manage order invoicing, review quotes, maintain detailed knowledge of Mastercam’s price list and sales policies, perform license swaps, and support customer service case management. You will collaborate closely with Sales, Technical Support, and the Digital Systems team to ensure CRM efficiency and smooth order workflows. Proficiency in CRM and accounting systems, including Salesforce and NetSuite, is required.

How You’ll Drive Success

Order Processing & Invoicing

• Accurately invoice orders in a timely manner in accordance with company policies.
• Review quotes, create orders, and email customers license codes.
• Partner with Sales to process new order requests from all buyers.
• Perform license swaps at customer request.
• Assist Technical Support with troubleshooting and replacing faulty hardware or software licensing.

Customer Service & Communication

• Respond to inbound customer service calls and monitor multiple email accounts to provide timely and accurate support to the customer.
• Address customer inquiries and complaints related to orders, licensing, products and services.
• Utilize the ticketing system to provide timely feedback to affected departments regarding service failures or customer concerns.

Sales Policy & Pricing Knowledge

• Maintain a thorough understanding of Mastercam’s current price list and corresponding Sales Policies.
• Stay informed of upcoming promotions, special offers, and pricing changes communicated by the Sales Department.

Collaboration & Efficiency Improvement

• Collaborate with Digital Systems to identify bugs or areas for efficiency improvements in the CRM as it pertains to order processing needs.
• Assist the Manager, Direct Order Processing with special projects as needed

The Talents We’re Seeking

Education & Experience

• High School Diploma or GED required. Associate’s Degree in Business Administration, Accounting, Finance or related field preferred.
• 3+ years’ experience in a customer service environment, responding to customer questions, issues, 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 with Microsoft Office (Word, Excel and PowerPoint).
• Experience using CRM and accounting systems; familiarity with Salesforce and NetSuite preferred.
• Proven time management skills with the ability to prioritize and multitask in a fast-paced environment.
• Proven ability to work collaboratively in a team-oriented environment.
• High attention to detail with strong organizational skills.
• Effective problem solving and analytical capabilities.

Who We Are

At Mastercam, we do not just keep pace with manufacturing—we set the pace. For over 40 years, we have been the name behind the breakthroughs, the partner for those who refuse to settle. When the industry says “too complex,” we say, “challenge accepted.”

We are more than software. We are a movement of makers, innovators, and problem-solvers driving transformation across the globe.

Backed by a network of 400 Channel Partners and a thriving developer community, Mastercam delivers the tools and expertise to turn ambitious ideas into flawless reality. From aerospace to automotive, medical to education, we empower manufacturers to push boundaries and redefine what is possible.

As part of Intelligent Manufacturing and the Sandvik Group, we are leading the charge in digital transformation. Our team of 500+ professionals is united by a single mission: to help achieve precision, productivity, and performance without compromise.

Our Core Values? They are not just words. They are how we win:

• Winning Together: Collaboration is not optional—it is the engine that drives us.
• Curiosity: We question, we explore, we innovate. Every day.
• Responsibility: Safety, integrity, and sustainability aren’t boxes to check—they are the foundation of trust.
• Customer-Focused: We listen. We adapt. We deliver. Always.

Innovation. Collaboration. Growth. That is the Mastercam way. Explore more at www.mastercam.com, connect on LinkedIn, and join the conversation with #mastercam.

The next big challenge is waiting—are you ready to accept?

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.