Company Overview:
Caterglobe Ltd, a leading provider of commercial kitchen and bakery solutions, is seeking a highly organised and proactive Service Coordinator to join our team. Based at our headquarters in North London, you will be responsible for coordinating the service, maintenance, and repair of our clients' catering and bakery equipment. You will play a vital role in ensuring smooth operations and customer satisfaction by managing service schedules, handling client inquiries, and overseeing repairs.
Please note: This position is office-based, and we do not offer work-from-home or hybrid work options.
Key Responsibilities:
* Service Coordination: Schedule and dispatch field technicians for equipment installations, repairs, and maintenance services. Liaise, coordinate, and monitor engineers daily, plan and schedule visits, and effectively prepare materials and parts to ensure works are completed to standard and within set timescales.
* Customer Support: Serve as the first point of contact for clients, handling service requests, troubleshooting issues, and providing timely updates on service progress. Deal with general inquiries from clients and build long-standing effective relationships.
* Work Order Management: Create and manage service work orders, ensuring timely and efficient completion. Run and monitor daily progress reports, ensure these are updated, and the details are logged on internal IT systems. Chase all reactive open calls to ensure completion in the allocated timescale.
* Vendor and Supplier Relations: Coordinate with suppliers for ordering parts and materials needed for repairs and ensure timely delivery. Order parts/materials and produce short quotations.
* Technician Support: Provide administrative and logistical support to technicians, ensuring they have the necessary information, tools, and parts. Assist and update the calendar (new installations, necessary callouts, deliveries, etc.). Help and assist colleagues in resolving problems whenever necessary to cover their duties during their absence and train new colleagues.
* Documentation & Reporting: Maintain accurate service records, including work orders, equipment histories, warranties, and service agreements. Create and send repair, warranty, and installation reports on the same day of the visit. Produce daily, weekly, or monthly reports from small projects, keep track, and inform the client about the outcome.
* Compliance: Ensure all repairs and services comply with industry standards and safety regulations.
* Inventory Management: Monitor and manage inventory levels for service parts and equipment. Keep track of the ordered parts.
* Customer Satisfaction: Follow up with clients post-service to ensure satisfaction and handle additional requests or feedback. Deal with routine queries by email, telephone, and face-to-face.
* Emergency Support: “Phone weekends”—cover every other weekend. Answer phone calls in case of emergency callouts, assign to an engineer on duty, or correct a subcontractor.
Qualifications:
* Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in business administration or a related field preferred.
* Experience: Minimum 2 years of experience in service coordination or customer service, preferably within the catering or commercial kitchen and bakery equipment industry.
* Technical Knowledge: Familiarity with commercial kitchen and bakery equipment (ovens, refrigerators, dishwashers, etc.) and repair processes is a plus.
Skills:
* Strong organisational and multitasking abilities.
* Excellent communication and customer service skills.
* Proficiency in scheduling software and Microsoft Office Suite.
* Ability to troubleshoot and problem-solve service issues effectively.
* Strong attention to detail and ability to work under pressure.
Key Competencies:
* Ability to prioritise and manage multiple service requests simultaneously.
* Strong interpersonal skills to interact with customers, suppliers, and technicians.
* Proactive approach to problem-solving and customer service.
* Ability to work independently and as part of a team.
Benefits:
* Competitive salary.
* Career development opportunities.
* Cycle to Work Scheme: Save on commuting costs with our cycle to work scheme.
* Company Parties: Enjoy social events and company parties throughout the year.
Industry:
* Facilities Services
Employment Type:
Full-time
Pay: £26,000.00-£32,000.00 per year
Additional pay:
* Performance bonus
Schedule:
* Day shift
* Monday to Friday
Experience:
* Customer service: 2 years (required)
Work Location: In person
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