Customer Service Representative, Sr.

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. 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, 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. 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 Degree in the field of Mechanical / Industrial & production Engineering / Master of Business Administration in SCM / Operation with 2 to 7 years of experience Proficiency in SAP R/3 SD Module and Customer Service Order Processing in product-based industry 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. Reading & 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