Lam Research Hiring for Customer Service Representative 2 at Bangalore Full Time

• Follow & execute defined guidelines/checklist in managing Asia/EU returns & coordinate closely with regional SPOC’s and CSR’s to ensure part return within stipulated time.
• Perform analysis related to Spares Returns Order Processing, Lam’s Reverse Logistics Management System in SAP (RAMS), Lam’s Quality Defect Reporting System (iQMS) and SAP Material Master
• Analyze reports and metrics for deviation from plan, reconcile data variances and use that information to guide the identification of root cause and execution of corrective action activities to deliver system capability and improvement. Works with Regional Users to understand gaps. Conducts root cause and corrective actions to drive closure to the gaps
• Works with management & global stakeholders to address multiple aspect of returns process, including reverse logistics, repairs, customer issue’s, business plans and product availability.
• Drive part return programs by work closely with multiple global stakeholders.
• Monitor logistics, flow of parts and POD, must take proactive action if delay or escalate.
• Manage multiple RAM statuses and ensure closed loop transaction (RAM: Return Automation Management).
• Interacts with customers and/or service representatives to handle a variety of post-sales repair/refurb/cleaning service functions
• Ability to understand issue’s related to returns, RCA and provide solution in time bound manner.
• Records and reports status of equipment returns, repairs, replacements, sales orders and delivery schedules.
• Ability to interpret large data and suggest CIP’s.
• Prepare weekly, monthly and quarterly reports, including KPI’s (Key Performance Indicators) and Operational Metrics, provide RCA on misses.

Job Description:

Help coordinate & manage Spare Parts Returns Management from Field Service Engineers & Customers. Assists with Business Process Documentation for Reverse Logistics Team & maintains Key Performance Indicators. Works with Field Service Engineer, Customer Service, Reverse Logistics Teams to ensure timely management of Spare Parts part return from Field Service Engineers & Customers. Works with Regional Depot & Warehouse Personnel to ensure timely processing of Spare Parts Return.

Eligibility Criteria:

• Years of Experience : Minimum 2 to 7 years
• Job Experience : Minimum 2 years of working experience in multinational high

technology corporation, in purchasing or repair operations

• Educational : Typically requires a minimum of bachelor’s degree in

Engineering or MBA

Mandatory Skills required to perform the job:

• Proven experience in managing processes in the any of areas related to reverse value chain, logistics and customer service with natural flair for problem-solving, related to process and SAP etc.
• Demonstrated ownership with regards to KPI’s for his/her respective function, including RCCA for misses.
• Proficiency in SAP MM/SD, MS Office Skills (Excel, Word, PowerPoint, MS access, Visio, SharePoint, Project)
• High level of stakeholder’s interfacing skills across regions, effective listener, professional and courteous, need to be able to escalate effectively when required
• Strong Problem Solving and Decision-Making skills & Ability to work independently and meet aggressive timelines

Desirable Skill:

• Certification in supply chain, project management.
• Prior work experience in reverse value chain.
• Exposure to new tools & technology in reverse logistics/asset recovery domain will be added advantage
• Exposure to SQL, Power BI and Power Apps

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.

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.