OVERVIEW

The Channel Order Processor is responsible for delivering exceptional customer service to both internal stakeholders and external Channel Partners. 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 Channel 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.

ESSENTIAL DUTIES & RESPONSIBILITIES

Order Processing & Invoicing

Accurately invoice orders in a timely manner in accordance with company policies. Review quotes, including approving, rejecting, or submitting them to the Sales Department for further review. Partner with Sales to process new order requests from all buyers. Program and 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 Channel Partner.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, Channel Order Processing with special projects as needed

MINIMUM REQUIREMENTS & QUALIFICATIONS

Education

- High School Diploma or GED required. Associate’s Degree in Business Administration, Accounting, Finance or related field preferred.

Experience

- 3+ years’ experience in a customer service setting, responding to customer questions, issues, and concerns.

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person

📌 Channel Order Processor (India)
🏢 People Equation
📍 India