* Provide courteous, quick and accurate responses to customer inquiries (phone calls, e-mails and faxes) and follow up to insure customer questions and expectations have been met. * Enter all customer orders efficiently and accurately by following pre-established guidelines. Schedule assemblies whenever possible and all purchased parts. Support complex orders assuring proper financial and inventory accounting. * Request/negotiate Returned Goods Authorizations (RGAs). Follow up on outstanding returns in timely manner. * Provide price and delivery quotations to customers. Investigate and address to CSR lead on non-standard requests. Insure accurate pricing of spares when required. * Accountable for customer order management, investigate potential problems and proactively follow up with customer. * Capture customer feedback on metrics that measure/highlight customer satisfaction and provide feedback to CSR lead or Spare Parts & Logistics manager. * Identify, investigate and support solutions to potential customer dissatisfactions. * Identify need for improving of practices, data or process, inform appropriate personnel and support to find a resolution to prevent recurrence. * Recommend and participate in process improvement activities to insure the highest customer service level is given to customers, at minimal cost.
Axcelis is the provider of ion implantation equipment and services to the semiconductor manufacturing industry.