With supervision, 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. With supervision provide price and delivery terms quotation to customers and general information on Axcelis parts. Enter customer orders into Axcelis system of records by following pre-established guidelines. Other data entry and use of internal databases under supervision. Schedules assemblies and purchased parts. 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 get support to troubleshooting process issues and expedite shipments. Assist in identifying, investigating and 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. Takes initial customer calls and answers general questions regarding company products and services. Refers callers to appropriate resources.

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 basic understanding of IT systems and business processes Capable of contributing to process development and/or improvement projects within department Basic knowledge of Microsoft Word, Excel and Outlook. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties of this job expose employee to a typical office environment with typical office physical demands.

Required Experience

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 basic understanding of IT systems and business processes Capable of contributing to process development and/or improvement projects within department Basic knowledge of Microsoft Word, Excel and Outlook. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties of this job expose employee to a typical office environment with typical office physical demands.