IT System Administrator - Microsoft 365 Focus Axcelis Technologies
Beverly, MA

Job Description

* 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.