Customer Support Representative
Job Title: Customer Service Representative 3 – CW
Number of Positions: 3Estimated Duration: 12 months
Duties
Key Duties and Responsibilities:
- Respond to customer inquiries by phone, email, and other supportedcommunication channels, providing clear, timely, and professional assistance.
- Accurately enter and validate customer orders in SAP, including urgentmachine-down orders, return material authorizations (RMAs), exchanges, andservice orders.
- Monitor order status, delivery schedules, and service requests; keepcustomers and internal stakeholders informed of progress, changes, andissues.
- Prioritize urgent machine-down requests and coordinate with internal teams, warehouses, and logistics providers to support timely fulfillment.
- Coordinate outbound shipments and reverse logistics, including returns, repairs, replacements, and exchanges.
- Prepare and maintain service documents and trouble tickets, and updatesystems with accurate order details, customer interactions, andreturned-material status.
- Track returned inventory and work with the appropriate teams to resolvereturn-related issues and credit discrepancies.
- Use Excel reports and SAP tools to check stock availability across worldwidelocations and depots in support of order fulfillment.
- Collaborate with sales, service, and other internal teams to resolve customerconcerns and order-related issues, escalating when needed.
- Maintain organized, accessible records of returns, schedule changes, productupdates, and pricing information; coordinate field service repair calls andrequests for additional company materials as needed.
- Support Follow-the-Sun customer service coverage by answering Cx1 calls andresponding to emails through Cx1 Digital Communications.
- Demonstrate familiarity with AI tools that support customer service, such asdrafting communications, summarizing information, and streamlining routinetasks, while verifying accuracy, protecting confidential information, andfollowing company policies.
Skills:
- Experience in a customer service or call center environment
- Familiarity with SAP order entry and logistics
- Semiconductor or similar industry experience preferred
- Experience handling urgent, machine-down service orders
Interview Process:
Initial video interview with the Hiring Manager Final video panel interview, if required
Worksite:
25700 N. NorTerra Parkway, Phoenix, AZ 85085, USOn-site flex/hybrid schedule: 3 days per week in the Lam AZ06 office and 2 days working from home
Schedule:
- Flexible schedule: 5 days per week, 8 hours per day
- Current hours: Monday–Friday, 7:00 a.m.–4:00 p.m.
- Schedule may change based on business needs
- Must be available to work weekends and holidays as needed
- Supplier Call: Not required at this time
- Reminder: Per Lam policy, the supplier must conduct an in-person screening/interview with candidates before submitting them for consideration.
Job Description:
The CSR3 provides customer support for order entry, deliveries, returns, and urgent service needs. This position works closely with customers, warehouses, logistics, sales, and service teams to ensure orders are processed accurately and on time.
Key Responsibilities:
Respond to customer calls and emails.
Enter and manage customer orders in SAP.Handle urgent machine-down orders and prioritize critical customer needs.
Track orders, shipments, and delivery dates.
Process RMAs, returns, exchanges, and repairs.
Coordinate with warehouses and logistics teams.
Use SAP and Excel to check inventory and stock availability.
Keep customers updated on order status and delays.
Maintain accurate customer and order records.
Support Follow-the-Sun coverage through Cx1 calls and digital communications.