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Order Management Customer Support Specialist
Order Management Customer Support SpecialistPace Industries Cambridge Division • North Billerica, MA, US
Order Management Customer Support Specialist

Order Management Customer Support Specialist

Pace Industries Cambridge Division • North Billerica, MA, US
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  • [job_card.full_time]
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Job Description

Job Description

Shape the customer experience at a premier die casting innovator

Your career can grow here. Pace is building the world’s leading die casting and engineering solutions organization, and we’re looking for an Order Management Customer Support Specialist to keep customer orders moving smoothly from receipt to delivery.

What your day looks like

You start by reviewing open orders and customer portals, prioritizing what needs attention first. Calls and emails come in—you answer promptly, greet visitors professionally, and keep files organized so the team can move fast. You enter new orders and changes, process cancellations when needed, and ensure every step aligns with documented Customer Service Procedures and SOPs in support of our ISO certification.

Throughout the day, you provide customers and internal partners with what they need : certificates, proof of delivery, back‑order status, samples, and order updates. When tough messages are required—extended backorders, credit holds, or customer notifications—you deliver them with tact, professionalism, and a steady, positive attitude. You download documents from customer portals, and you jump in to assist other departments when office work overflows.

Compensation

$23.00 - $36.00 Hourly

What Pace offers you

  • Comprehensive benefits : Medical, Dental, Vision, Life Insurance, and more
  • Secure future : 401(k) with company match
  • Work-life balance : PTO and 11 paid company holidays
  • Convenient schedule : Monday–Friday, with a shorter day on Friday
  • Invest in your growth : Tuition reimbursement and paid company training
  • Opportunities to advance your career

Core responsibilities

  • Answer phone calls, greet visitors, and maintain filing systems
  • Process new orders, changes, and cancellations in line with SOPs and documented procedures supporting ISO compliance
  • Track and review order and delivery status with customers
  • Provide certificates, proof of deliveries, back‑order information, samples, and status updates
  • Communicate difficult updates (e.g., extended backorders, notifications, credit holds) with diplomacy; de‑escalate concerns using professional listening and communication skills
  • Navigate customer portals to retrieve and download files
  • Support other departments with a wide range of office tasks as needed

    • Skills that set you up for success

  • Microsoft Office proficiency; ability to type 40–45 wpm; capable of creating and maintaining databases and spreadsheets
  • Strong written and verbal communication; professional phone etiquette; diplomacy, negotiation, and attentive listening
  • Stress management; team‑oriented yet self‑directed and independent
  • Excellent organization, filing, record keeping, and planning; meticulous attention to detail
  • Ability to juggle multiple priorities with solid time management

    • Experience

  • High school diploma or GED
  • 1–2 years of experience in an office environment

    • Physical demands

  • Occasionally lift or move boxes / files up to 25 lbs
  • Ability to ascend / descend stairs
  • Ability to sit, stand, walk, climb, stoop, and kneel

    • Ready to join our team?

    Apply online at paceind.com

    Pace is a destination for engaged, passionate, and talented people seeking innovation, growth, and opportunity.

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    Order Management Specialist • North Billerica, MA, US

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