Grunwald Ltd
Customer Service Planner
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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
- 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
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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 system
- Strong 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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London