Customer Support Specialist


Job Description

This position will interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales functions. Portfolio includes receiving customer’s requests and preparing documents related to processing Spares orders, material returns (RMA) and exchanges. Maintain records (i.e. SAP transactions) on the status of parts returns repairs, replacements and delivery schedules. Ensure Spares transactional information is accessible by sorting and filing documents/forms/reports. Handle requests for additional company materials. Maintain records of returns, order schedule change, changes in Spares Parts pricing, and resolve return credit problems.

Job Duties and Responsibilities:

– Processing and fulfillment of quotations/orders/deliveries according to customers’ requests

– Pushing Spares Escalations and Hot Order Teams to pull in parts in order to meet customer request dates

– Prepare open order reports for customers/account teams

– Review On Time Delivery report and verify misses accordingly

– Coordinate pricing discrepancies verification with account teams

– Maintain customers consignment programs by replenishing and billing per schedule

– Review new customer specific requirements and ensure support plan is in line with Lam’s business process

– Track loaners and work with customers on issuing PO for loaner billing

– Maintain billing due list and submit billing to finance

– Obtain approval and perform return credit transactions when necessary

– Review quarter closing checklist to ensure tasks are fulfilled accordingly

– Prepare Shipping Authorization (ZSA) documents and arrange for shipments and thereafter track shipment with forwarders for order status

– Generate Shipping Authorization (ZSA) documents to ship (non-inventory) for everyone (eg. RPS, Sites, BD)

– Return Authorization Management transactions in SAP (creations, receiving, shipping)

– Work with and track 3PL local delivery service to meet customer Machine Down requirements

– Ensure all DNs (orders to warehouse) are delivered on time

– Failure Analysis & Defective In-Transit Returns

– Quality inspection at warehouse when required

– Ensure SAP transactions for controlled parts are submitted to Foreign Trade for approval and release

– Track and make sure controlled parts (cores) are returned and shipped back per the Return Authorization Management process

– Execution of Singapore’s Internal Control Plan

– Foreign Trade audit, filing and reports to customs when required

– Attend to queries from Customs when required

– Any other general administrative duties as assigned by the Immediate Supervisor

Job Requirements:

– Minimum Diploma holder, preferable with 3 to 4 years’ relevant experience in customer support

– Good knowledge of MS Office Suite especially with MS Excel

– Good communication and interpersonal relations skill

– Independent and is able to multi-task

– Part of the Follow The Sun program to support global customers Machine Down orders

– Is required to be on rotating standby duties (lunch/public holidays/phone)-

Additional Information

Career LevelNot SpecifiedQualificationNot SpecifiedJob TypeFull-TimeJob SpecializationsServices, Customer Service


If you not find any contact details in this Job Description, Please attach your CV here and send directly.


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