Customer Service Representative

Your Role At A Glance

The Customer Service Representative will be responsible for providing effective customer service to both internal and external customers. This role involves listening and communicating in a clear and friendly manner to provide product information, answer inquiries, identify potential issues, and quickly and effectively resolve any problems. The Representative will inspire our end user customers with exceptional customer service. 

In this role, you will handle invoicing orders, maintain knowledge of Mastercam’s price list and sales policies, review quotes, and perform SIM swaps. Additionally, you will assist technical support with SIM issues, handle customer inquiries and complaints, and work with the sales team to process new requests. Collaboration with the business systems team is expected for iCentral efficiency.  Proficiency required in CRM and accounting systems, such as iCentral, Salesforce and NetSuite.  

How You’ll Drive Success

Order Processing And Invoicing

• Responsible for invoicing orders accurately and in a timely fashion.  
• Review quotes, including approving, rejecting, or submitting quotes to the Sales Department for further review. 
• Work with Sales to process new requests from all buyers  
• Product and technical support 
• Program and perform SIM swaps for SIMs and NetHASPs at customer requests. 
• Assist Technical Support in replacing faulty SIMs, defining problems with customers in updating SIMs, programming SIMs and NetHASPs, and running tests to verify proper functioning. 
• Provide quality control by checking and signing off on SIMs/NetHASPs prepared by other team members for accuracy in outbound shipments. 

Customer Service And Communication

• Answer Customer Service calls and monitor various email accounts to provide timely and accurate information to the Channel Partners. 
• Handle customer inquiries, complaints, and provide 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

• Work closely with Business Systems to identify bugs or areas for efficiency improvements in CRM as it pertains to the Customer Service Team’s needs. 
• Assist the Customer Service Manager with special projects as needed. 

Other Duties

• May perform other duties as directed. 

The Talents We’re Seeking

Education And Experience

• 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.

Required Skills

• 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) as well as calculator, telephone systems, company network and familiarity with CRM tools. 
• Proven time management skills and a track record of working in a team environment successfully supporting others. 
• Well-organized, attention to detail and able to multi-task. 

Preferred Skills

• Problem solving and analysis skills. 

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 Sandvik Manufacturing Solutions (SMF) 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-qua