Customer Service Administrator

Customer Service Administrator

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.

The Customer Service Administrator is responsible for the commercial handling of customer complaints and the coordination of service-related administrative processes. This includes managing the North American RMA process, issuing quotes and invoices, tracking complaint data, and supporting internal teams with documentation and communication. The role ensures that all commercial aspects of the complaint and service process are handled efficiently, accurately, and in compliance with internal procedures.

Your main responsibilities will be:

Complaint Intake & Documentation

• Verify completeness of complaint documentation and request missing information.
• Register complaints in QSYS and CRM systems.
• Respond to customer complaints within 24 hours of receipt.

RMA & Service Process Coordination

• Manage the North American RMA process from intake to closure.
• Monitor, track, and report on incoming and outgoing RMAs.
• Organize RMA data for service trips and coordinate with logistics.

Quoting, Invoicing & Reporting

• Generate quotes for repairs and issue invoices for return shipments.
• Create ProForma invoices for service-related items.
• Arranging pickups for items being returned to ZAUS
• Responsible for all billing to ZASE for service-related costs.
• Generate monthly Q-Cost reports related to service activities.

Customer & Internal Communication

• Communicate with customers via phone, email, and other tools.
• Provide regular updates on complaint status and outcomes, including RMA, RCA, and 8D updates.
• Coordinate with Service Technicians, Quality, R&D teams, A/R, SALES. Project engineering, Logistics, sales support, and sales order team

Complaint Evaluation & Closure

• Track root cause analysis and complaint trends in Complaint Management Software.
• Assist in product failure analysis documentation for customer communication.
• Finalize complaints by uploading findings and closing financial records.

Training & Support

• Train new employees on complaint handling and system usage.
• Perform other duties as assigned.

Job Requirements:

• Ability to sit and work at a computer for extended periods.
• Ability to work independently and as part of a team.
• Flexibility to adapt to changing priorities and workloads.
• Authorized to work for any employer in the United States.
• Valid driver's license and passport

We offer:

• Tuition Reimbursement Program- We encourage team members to continue their education to support their current or future work.
• We offer a comprehensive benefits package including Health, Dental and Vision options.
• Company-paid Life insurance, Short and Long-Term Disability insurance, and Parental leave.
• 401(k) retirement account with a generous company match
• Phenomenal work life balance offering twenty (20) days of Paid Time Off (PTO) per calendar year.
• Holidays totaling eleven days (11) per calendar year including a floating holiday of employee's choice.
• Career advancement and training opportunities
• We welcome candidates from all backgrounds and are dedicated to providing an inclusive environment where everyone feels valued and supported.
• EEO compliant employer