Customer Service Representative

3 days ago

Chandler, Arizona, United States Lam Research Full time

About Lam Research

Lam Research is a leading global supplier of wafer fabrication equipment and services to the semiconductor industry. Our innovative solutions help our customers build smaller, faster, and more power-efficient devices.

Job Summary

We are seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for interacting with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.

Key Responsibilities

  • Interact with customers to handle customer requests and prepare documents/trouble tickets related to processing returns, servicing, and exchanges.
  • Update databases with status of returned materials issues and accounts for returns inventory.
  • Record and report the status of equipment returns, repairs, replacements, sales orders, and delivery schedules.
  • Ensure service information is accessible by sorting and filing documents/forms.
  • Maintain records of returns, schedule changes, product enhancements or changes, and product pricing, and resolve return credit problems.

Additional Responsibilities

  • Support Lam spares machine down business, responding to requests in less than 2 hours, monitor from order entry to order fulfillment, and send tracking to the customer/requestor.
  • Manage the spares open orders and follow up with the expedite team for confirmation ship dates, past due commits/recovery dates.
  • Able to reconcile customer consignment payments to order invoices via Excel.

Requirements

  • Minimum of 2-3 years of related customer service/order management experience.
  • SAP order entry from quote to cash, order management experience 1-3 years.
  • Call center experience answering phone calls, responding to emails within service level agreement.
  • Willing to work holidays to support the account.
  • Willing to investigate root cause and implement corrective action for miss-fires.

Our Commitment

We believe it is essential 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.

Equal Employment Opportunity

We are an equal opportunity employer and welcome applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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