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Fully Connected Shipping

Customer excellence through enhanced platform support

At Pacejet, we pride ourselves on providing excellent customer service by using a consultative approach from our sales team to our support team. Partnering with businesses to evolve their shipping strategies, solving complex shipping challenges, and saving businesses money, Pacejet continuously provides value through our team of experts.

When we talk about the glue that holds Pacejet together, it’s our support team. They work tirelessly to ensure our customers are confident in their shipping processes and system configurations and that if any issue may arise, we can solve it in a matter of hours, minutes, or days depending on the complexity of the problem.

The Pacejet commitment to excellence is simple: “The relationship with a customer starts with our first interaction and is characterized by our professionalism, consistency, orientation towards service, and business insight that continuously adds value and trust in the relationship.” - Bill Knapp, CEO of Pacejet

As a customer of Pacejet, you may have interfaced with our team at multiple levels. Our President, Larry Deleon has been on your calls, Karen Stainbrook, our VP of Operations, helped lead your implementation, and our sales team has seen you at conferences. From your first demo with our sales team to your last implementation call, our goal is to help your business evolve, stay competitive, and make shipping your competitive advantage

A few highlights from our support team:

  • We have new office hours to help serve your needs. Our support team is available 8am to 8pm, Monday to Friday, Eastern Time. Extending our hours to include more time zones is an easy way for us to serve more of our customers. Give us a call, email, or fill out our form here, and we’ll help solve even your most stressful issues.
  • If you submitted a ticket to our support team and want to check on the status, that’s no problem. Use this link - pacejetsupport.zendesk.com to get started. Simply create an account, and stay up to date on what’s happening within your support ticket at any time.
  • We’ve got a Help Center where many of your questions are answered. See the image below to locate the help center within your Pacejet customer portal. The Pacejet Help area contains documents, videos, and other content to help you learn more about and better use Pacejet solutions. Watch videos, search help content, and view/download/print PDF versions of help files. To use this area, simply navigate the appropriate directory folders to find content that interests you or use the search box to locate content on specific topics.

Contact Support


If you can keep a secret, the word on the street is that we are rolling out a new and improved Help Center with easier navigation, more topics, with a cleaner user interface. Look for this coming in the fourth quarter this year.


About Pacejet

Pacejet transforms the shipping dock into a launching pad for profitability. This starts with a best-in-class cloud-based solution, surrounding it with the consultative support that enables customers to thrive in the 21st-century shipping economy. 

Got questions? We’ve got support! Our team is online, waiting for your calls and emails to help you navigate your portal, configure a new update, or resolve a system error.

Visit http://pacejet.com/support, call 877-722-3538, or email help@pacejet.com.

Topics: Pacejet - Tips and Tricks, Pacejet - Customer Experience