Service Administrator

About the role

With over 100 years’ accumulated experience, ZIEHL-ABEGG is the world leading fan and motor manufacturer. We are the proven leader in the fan and ventilation market, providing innovative and energy efficient solutions to our business partners and customers. ZIEHL-ABEGG is looking for a high energy and results-oriented Service Administrator who can be a strong contributor to our heavily expanding company. The purpose of this role is to ensure optimum customer service in the Service Department.

Responsibilities

• Communicate via phone, e-mail, and other communication tools with customers
• North American RMA process responsibility
• Monitor, track, and report on incoming and outgoing RMAs
• Track & document returns in QSYS, Airtable, and on company server
• Assist in product failure analysis with Service Technicians and Quality department
• Respond to customer complaints within 24hrs of receipt
• Issue and generate quotes for repairs
• Generate invoices for return shipment orders
• Track root cause analysis to reduce complaints in QSYS
• Other duties as assigned

Requirements

• Extensive Customer Service experience in an office or manufacturing setting
• Detail oriented character in a fast-paced environment
• Proven communication skills
• Conflict resolution and active listening skills
• Experience with Microsoft applications – Word, Excel, Outlook
• Experience with QSYS, Airtable, ERP systems preferred
• Communication skills internally and externally with team members and customers
• Ability to work with a variety of people
• 3-5 years of work experience in a manufacturing facility preferred
• Mechanical aptitude and technical expertise preferred
• Knowledge of 5S practices

Benefits

• Health, Dental, and Vision as well as Life Insurance and Short-term and Long-term Disability Insurance
• 401(k) retirement account
• Paid Time Off (PTO) totaling 20 days per calendar year + Holidays totaling 10 per calendar year
• Competitive wages
• Career advancement opportunities and training opportunities