• Process and schedule spare parts and consumable parts orders
• Call center activity for incoming customer calls, e-mail monitoring.
• Handle inquiries from customers – provide courteous, quick and accurate response by phone calls, emails and faxes and follow up to ensure customer questions have been answered and expectations have been met.
• Provide price and delivery terms quotation to customers and general information on Axcelis parts.
• Identify non-standard requests and notify supervisor/manager.
• Enter customer orders into Axcelis system of records by following pre-established guidelines.
• Other data entry and use of internal databases.
• Schedules assemblies and purchased parts.
• Support complex orders assuring proper financial and inventory accounting.
• Manages Customer consignment activity where applicable
• Process Returned Goods Authorizations (RGAs).Follow-up on outstanding returns until closure.
• Liaisons with other Aftermarket/Service teams, Finance and other parts of the organization such as departments such as Quality, Product Support, Planning, Shipping, Stockroom and Finance to process orders and to troubleshoot process issues and expedite shipments.
• Identify, investigate and assist in solving potential customer issues harming customer satisfaction.
• Pro-actively follows up with customers in any phase of the customer order process and/or troubleshooting process.
• Assist in identifying need for improving practices, processes and data quality, notify supervisor/manager and support in finding solutions preventing recurrences.
• Capture customer feedback on standard measures and key performance indicators and provide reporting to supervisor/manager.
• Participate in process improvement activities to ensure highest level of customer service at minimal cost for the company.
• Support credit collection activities for outstanding invoices.

Required Skills

Ability to read, write, comprehend and speak English sufficiently well to perform job functions. Ability to read, write, comprehend and speak one or more customer languages sufficiently well to perform job functions. Demonstrates mastery of Customer facing skills. Knowledge of procurement Excellent communication skills to interface with customers and multiple departments to ensure consistent and effective communication Demonstrates understanding of IT systems and business processes Capable of contributing to process development and/or improvement projects within department Intermediate knowledge of Microsoft Word, Excel and Outlook

Required Experience

Associates Degree plus 3-5 years of experience in a similar role, preferably in the Semiconductor or Hi-Tech industry

Ability to read, write, comprehend and speak English sufficiently well to perform job functions. Ability to read, write, comprehend and speak one or more customer languages sufficiently well to perform job functions. Demonstrates mastery of Customer facing skills. Knowledge of procurement Excellent communication skills to interface with customers and multiple departments to ensure consistent and effective communication Demonstrates understanding of IT systems and business processes Capable of contributing to process development and/or improvement projects within department Intermediate knowledge of Microsoft Word, Excel and Outlook