Customer Service Planner

Grunwald Ltd; Greater Lincolnshire; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

KPI bonus up to 7.5%

25 days annual holiday

Birthday leave

Job summary

Grunwald Ltd. is seeking a highly organised Customer Service Planner to join our UK team.

You will coordinate daily and forward planning for Service Engineers, acting as a key link between customers, the office and engineers to ensure the right engineer reaches the site at the right time. Ideal candidates have at least two years in an engineering/service coordination or customer service role, with strong organisational skills and proficiency in Word/Excel.

Qualifications

• Two years’ experience in an office-based coordination, planning or customer service role in an engineering or service-related environment.
• Strong organisational and planning skills with the ability to prioritise when several customers need support simultaneously.
• Good written and verbal communication, calm under pressure and a solutions-focused approach.

Responsibilities

• Coordinate daily and forward planning of Service Engineers.
• Create work orders and allocate/despatch engineers to sites.
• Act as first contact for customers reporting issues or needing support.
• Triage issues, determine priorities and deploy appropriate resources.
• Arrange travel logistics for engineers (hotels, flights, cars).
• Process timesheets and overtime for engineers.
• Maintain accuracy of CMMS and related systems.
• Follow up with customers after visits to confirm service levels.
• Attend weekly planning meetings and support wider planning.
• Identify efficiency improvements for the Service department.
• Liaise with Spares and Inventory to ensure parts readiness.
• Highlight issues, constraints and scheduling conflicts to management.
• Assist with administration and reporting; ensure invoicing accuracy.

Skills

Organisational skills

Planning

Customer service

Communication

Problem solving

Geographical awareness

Travel planning

Time management

Attention to detail

Tools

Microsoft Word

Microsoft Excel

CMMS

ERP

Job description

What You’ll Be Doing

We’re looking for a highly organised, confident and customer-focused Customer Service Planner to join our UK team.

This is a busy and important role at the heart of our Field Service operation. You’ll be the central link between our customers, our office-based team and our Service Engineers, helping to make sure we get the right engineer to the right customer at the right time.

You’ll work closely with our Service Team Leader and Operations team, coordinating the day-to-day and forward planning of our engineers while supporting customers who require engineering assistance.

If you enjoy organising people, solving problems, dealing with customers and keeping lots of moving parts under control, this could be a great role for you.

The Role

We’re looking for a highly organised, confident and customer-focused Customer Service Planner to join our UK team.

This is a busy and important role at the heart of our Field Service operation. You’ll be the central link between our customers, our office-based team and our Service Engineers, helping to make sure we get the right engineer to the right customer at the right time.

You’ll work closely with our Service Team Leader and Operations team, coordinating the day-to-day and forward planning of our engineers while supporting customers who require engineering assistance.

If you enjoy organising people, solving problems, dealing with customers and keeping lots of moving parts under control, this could be a great role for you.

What You’ll Be Doing

No two days will be exactly the same. You’ll take ownership of coordinating our engineering resource and helping ensure our customers receive a responsive, efficient and professional service.

• Coordinating the daily and forward planning of our Service Engineers
• Creating work orders and allocating and despatching engineers to customer sites
• Acting as a first point of contact for customers reporting issues or requiring engineering support
• Working with the team to triage incoming customer issues, determine priorities and deploy the appropriate engineering resource
• Arranging engineer travel logistics, including hotels, flights and hire cars
• Processing engineers’ timesheets and overtime
• Ensuring our Makula CMMS system remains accurate and up to date
• Following up with customers after engineering visits to ensure they have received the standard of service we expect
• Attending weekly planning meetings and supporting the wider planning process
• Identifying opportunities to improve the efficiency and effectiveness of the Service department
• Liaising with our Spares and Inventory teams to ensure engineers have the correct parts available to complete their work
• Highlighting customer issues, resource constraints and scheduling conflicts to management
• Supporting management with administration and reporting
• Ensuring Service and Engineering invoicing is completed accurately and on time

Who We’re Looking For

You don’t need to be an engineer, but experience working within an engineering or service-related environment would be a real advantage.

Ideally, you’ll have at least two years’ experience in an office-based coordination, planning or customer service role within an engineering or service-related environment.

• Excellent organisational and planning skills
• The ability to prioritise effectively when several customers need support at the same time
• Strong written and verbal communication skills
• Confidence dealing directly with customers, including when they’re under pressure because of an engineering or service issue
• A calm, practical and solutions-focused approach
• Good geographical awareness and the ability to plan engineering resources efficiently
• Experience arranging business travel and accommodation
• Good Microsoft Word and Excel skills
• Experience using a CMMS, ERP or similar business systemStrong attention to detail
• The confidence to highlight problems early and help find solutions

The Person

More than anything, we’re looking for someone who takes ownership.

Our Service department operates in the real world. Customers need help, engineers get delayed, priorities change and sometimes a carefully organised plan has to be reorganised quickly.

We therefore need someone who doesn’t simply administer a diary. We want someone who thinks:

“What can we do to sort this out?”

You’ll build strong relationships with our customers and engineers, communicate clearly and honestly, and remain constructive when the pressure is on.

You’ll also be someone who looks for better ways of doing things. We want ideas, initiative and somebody prepared to challenge existing processes where they believe there is a better way.

How Success Will Be Measured

This is a role where your contribution has a very visible impact on the performance of our Service operation.

• Engineer utilisation
• Service Level Agreement compliance
• Customer satisfaction

Performance against agreed KPIs will also form the basis of the role’s up to 7.5% annual KPI-related bonus.

Why Join Grunwald?

Grunwald supplies sophisticated filling, dosing and packaging machinery to the food manufacturing industry, and our Service operation is a critical part of the long-term relationships we build with our customers.

This is an opportunity to become a central part of that operation.

You’ll work closely with an experienced team and gain exposure across customers, engineering, operations, spares and the commercial side of a machinery business.

For the right person, there is plenty of opportunity to develop your knowledge of engineering service operations, machinery and manufacturing while taking on increasing responsibility as the business continues to develop.

The Package

• £40,000 per annum
• Up to 7.5% KPI-related annual bonus
• Full-time – 5 days per week
• 25 days’ annual holiday
• Statutory bank holidays in addition to your annual leave
• 3 additional days’ paid leave over the Christmas period
• Friday of your birthday week off
• Access to the company’s Employee Assistance Programme

If you’re organised, good with people, enjoy solving problems and like the challenge of making a busy service operation run smoothly, we’d love to hear from you.