Customer Service Representative Lead (Bangalore, IN-Bangalore, IN) at Lam Research

The group you’ll be a part of

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

• 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.
• Creating and maintaining of Sales Orders, Service Orders & Quotations. Places orders, provides information on part pricing and availability, order status, and delivery information, resolve customer complaints and issues.
• 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), SLAs and Operational Metrics
• Supports Annual Operating Plan initiatives for Global Spares and is actively involved in continuous improvement efforts
• Support team members with process / tool related troubleshooting
• Support management by scheduling and managing day to day floor activities

Who we’re looking for

• Bachelors degree in the field of Mechanical / Industrial & production Engineering / Master of Business Administration in SCM / Operations with minimum of 5 - 8 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree 
• Proficiency in SAP R/3 SD Module and Customer Service Order Processing
• Strong analytical, problem solving and system skills
• 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.
• Ability to demonstrate Honesty and Integrity in previous business challenges
• Run previously created SAP/SAP HANA reports and takes actions based on report results
• Make recommendations to customers and makes judgment calls based on defined business processes and SAP prompts.
• Regularly add valuable contribution to solutions and continuous improvement of the customer service process.
• Note: Candidates may be expected to work in shift depending on the business need (Proposed shift timings are 6:00am to 3:00pm & 1:30pm to 10:30pm)

Preferred qualifications

• Reading & or Writing skills in languages like Mandarin/Japanese
• Experience in aftermarket Spares Operations or Automotive
• Understanding of reverse value chain/repair operations
• Knowledge on Esker / Winshuttle etc and or previous experience lean/process improvement projects

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.