Customer Service Representative 2

The group you’ll be a part of

You will be part of customer service organization under spares operations team and will work with our global customer service teams to help in delivering exceptional level of service to internal as well as external Lam customers.

The impact you’ll make

Join Lam as a Customer Service Representative, maintaining direct contact with customers before and after the sale. Collaborating with a wide range of stakeholders from sales teams to field service, you'll foster positive customer relationships, playing an important role in driving revenue growth and meeting service goals. You'll gather accurate accounts of product reliability from customers and provide insightful reports to management. Whether pre-sales or post-sales, your commitment to exceptional customer service makes an impact at Lam.

What you’ll do

Creating and maintaining of Sales Orders, Quotations, Delivery orders, Service Orders, and Customer Owned Material Refurbishment Orders (COM). Places orders, provides information on part pricing and availability, order status, and delivery information, resolve customer complaints and issues.

Interacts with customers and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Follows up on urgent orders to ensure they have shipped.
Conducts audits of Global orders to ensure accuracy of processing
Analyzes reports and metrics for deviation from plan, reconciles data variances and uses that information to guide the identification of root cause and execution of corrective action activities to deliver system capability and improvement
Prepare weekly, monthly and quarterly reports, including KPI’s (Key Performance Indicators) and Operational Metrics
Supports Annual Operating Plan initiatives for Global Spares and is actively involved in continuous improvement efforts

Who we’re looking for

• Bachelor's degree and a minimum of 4 years of related experience; or an advanced degree without experience; or equivalent work experience.
• Proficiency in SAP R/3 SD Module and Customer Service Order Processing in product-based industry
  Demonstration of superior customer service skills. Troubleshoots problems and provide resolution that is both beneficial to the customer and meets Lam’s guidelines for resolution. 
  Experience in running multiple daily reports and takes actions based on report results
  Make recommendations to customers and makes judgment calls based on defined business processes and SAP prompts.  
  

Preferred qualifications

Our commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories – On-site Flex and Virtual Flex. ‘On-site Flex’ you’ll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. ‘Virtual Flex’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.