Service Administrator — Customer Care & Scheduling

Cummins; Sumner (WA); On-site; USD 72,000 - 108,000; Full time

Benefits offered by this job

Relocation package

Job summary

Cummins Inc. in Sumner, WA seeks a Service Administrator to act as the primary customer contact, driving quality service and growth for the branch. The role involves analyzing needs, opening work orders, quoting repairs, and coordinating schedules.

You will create complex work orders, determine repair durations, and collaborate with the Service Supervisor to assign jobs while maintaining strong customer relationships and monitoring key workshop metrics.

Qualifications

• Excellent organizational and communication skills.
• Ability to work in a fast-paced environment and under pressure.
• Strong computer skills and customer service focus.
• Knowledge of warranty processes.
• Experience with service documentation and claims.

Responsibilities

• Serve as primary customer contact by phone or in person at the branch, building positive relationships.
• Analyze customer needs, gather information, open work orders, provide quotes, develop repair plans and schedules, and provide status updates.
• Create complex work orders with diagnostic and repair plans based on parts and labor availability, reviewed with Service Supervisor/Team Lead.
• Collaborate with Service Supervisor/Team Lead to schedule job assignments.
• Develop relationships with key customers and resolve warranty-related concerns and explain charges.
• Monitor workshop KPIs such as labor productivity and customer satisfaction.

Skills

Organizational skills

Teamwork

Customer service

Effective communication

Customer focus

Service documentation

Warranty process

Technical escalation

Education

Technical trade school / vocational diploma or certification

Job description

Cummins Inc. in Sumner, WA seeks a Service Administrator to act as the primary customer contact, driving quality service and growth for the branch. The role involves analyzing needs, opening work orders, quoting repairs, and coordinating schedules.

You will create complex work orders, determine repair durations, and collaborate with the Service Supervisor to assign jobs while maintaining strong customer relationships and monitoring key workshop metrics.