Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Title: Customer Services Coordinator

Salary: £31,414

Location: Portlethen, Aberdeen

Benefits: 

• 33 days annual leave incl. bank holidays.

• Yearly bonus

• Contributory pension scheme - Caterpillar will double the employee's contribution up to 10%.

• Contributory share scheme - Caterpillar will match 50% of the employee's contribution.

• Optional flexible benefits including access to health and dental care plans to Private Health Care Cover, holiday purchase, shop discounts, etc.

About Caterpillar SPM Oil & Gas

When you’re in the oilfield, you need a name you can trust. Backed by the power of Caterpillar, SPM™ Oil & Gas is your global provider of surface frac solutions, here to provide durable products and unbeatable support to keep your oilfield moving. Wherever you drill, we’ve got the pressure-control technologies to keep you—and your operations—safe and on schedule. We know your frac fleets are pushing harder than ever before. That’s why our well services give you longer pumping hours in increasingly brutal conditions.

SPM™ Oil and Gas products take you from rig to refinery—and beyond

Regardless of your specific application, SPM™ Oil and Gas has the products, services and technologies to keep your operation productive. As a global provider of oilfield services and solutions, we’re tested and trusted in drilling operations, well service, production and downstream. When you choose SPM Oil and Gas products, you’re backed by rigorous engineering, world-class service support, and convenient locations near every major basin.

The Opportunity

The Customer Services Coordinator is responsible for coordinating sales, service, rental, and refurbishment opportunities, ensuring the effective planning, availability, and mobilisation of equipment across the UK and Europe. The role involves managing customer enquiries, preparing quotations, processing orders, coordinating operational requirements, and supporting the successful delivery of projects, rentals, and service activities.

The successful candidate will play a key role in driving the growth of Product and Service Sales through a customer-focused approach and key account management strategy. They will develop and maintain strong customer relationships, identify opportunities to maximise revenue and business growth, and work proactively to secure repeat business. A commitment to delivering exceptional customer service is essential, ensuring high levels of client engagement, satisfaction, and retention.

Flexibility is essential, as the role requires support across all areas of the SPM business in line with operational and commercial requirements. Working as part of a cross-functional team, the Customer Services Coordinator will contribute to the development and implementation of continuous improvement initiatives, helping to streamline workflows, enhance operational efficiency, and support the achievement of business objectives. The role also requires the effective use of ERP systems to maintain accurate records, monitor opportunities, and support business reporting.

In addition, the Customer Services Co-ordinator will ensure full compliance with company policies, procedures, quality standards, and regulatory requirements. All activities must be carried out in a safe, efficient, and professional manner, with a strong focus on customer satisfaction, operational excellence, and continuous improvement.

What You Will Do:

Environmental, Health & Safety (EHS) Leadership

• Champion the company’s EHS strategy by implementing and maintaining robust systems, policies, and procedures throughout all project phases.

• Promote a culture of safety and continuous improvement across multiple sites, aligning with the Safety Driven Strategy.

Compliance & Governance

• Ensure adherence to all relevant industry regulations and internal governance frameworks.

• Collaborate with the compliance team to uphold ethical standards and support the commitment to “Win the Right Way”.

Knowledge Management & Process Standardisation

• Actively participate in cross-functional knowledge sharing and standardisation of departmental processes to ensure organisational learning and efficiency.

Reporting & Forecasting

• Contribute to the preparation of accurate weekly and monthly operational reports and financial forecasts as requested by management.

• Report accruals to the Finance Manager in accordance with Month End Checklist.

Development & Training

• Ensure all mandatory training is completed within required timescales.

• Set challenging goals that align with company strategy and agree action plan with your manager.

Operational Planning & Delivery

• Actively participate in cross-functional knowledge sharing and standardisation of departmental processes to ensure organisational learning and efficiency.

• Maintain agreed On-Time Delivery (OTD) metrics.

Field Services Management

• Support offsite service operations by coordinating technician deployment, equipment availability, and logistical requirements to meet customer needs while driving profitable growth and operational efficiency.

Customer Engagement

• Serve as main point of contact for customer inquiries, request for quote, order processing and updates recording all data in appropriate ERP system.

• Attend customer meetings as required to strengthen relationships and support business development.

• Always maintain our customer-focused strategy and a superior standard of customer service.

Contract & Inventory Management

• Ensure understanding of customer contracts and requirements specific to contractual customers.

• Optimise inventory levels to meet customer demand while achieving SPM stock turnover targets.

Certification & Quality Assurance

• Support certification processes, including coordination with third-party verification bodies.

• Report any quality defects to PPEH Quality Manager, follow through, and deliver corrective action to customer with managerial support.

Process Optimisation

• Continuously review and refine sales and service support procedures to improve operational efficiency and standardisation.

General Administration

• Answer incoming calls to the business and redirect to appropriate personnel.

• Filing and archiving in accordance with the Caterpillar Global Records Retention Schedule. (GRRS)

• Create and issue purchase orders\transfer orders for goods and services to suppliers and expedite.

• Support other areas of the business if requested by management.

Core Competencies:

Customer Focus:

• Focuses activities on developing and maintaining positive customer relationships.

• Discusses general differences between internally and externally focused organizations.

• Cites the cost and benefits of good versus poor customer service.

• Explains why customer satisfaction is important to successful product/service delivery.

Data Gathering & Analysis:

• Describes alternative data-gathering techniques and tools.

• Documents basic data-gathering methodologies.

• Identifies the purposes of data gathering and analysis.

• Identifies key objectives in gathering and analyzing data.

Service Excellence:

• Cites personal experiences of receiving excellent customer service.

• Describes examples of poor, mediocre, and excellent service.

• Explains how managing customer perceptions and expectations enhances customer service.

• Describes several important business benefits of providing high quality service.

Effective Communications:

• Describes non-verbal behaviours that influence the interpretation of the message.

• Cites examples of effective and ineffective communications.

• Explains the importance of effective business communication.

• Speaks/writes using correct language, mechanics, and gestures.

Problem Solving:

• Explains the value of a disciplined approach to problem solving.

• Describes problem reporting and escalation practices.

• Utilizes accepted procedures for problem analysis and resolution.

• Identifies key aspects of problem-solving techniques used in own area.

Relationship Management:

• Provides examples of the characteristics of effective business relationships.

• Identifies key business relationships in own organization.

• Describes the nature of a productive business relationship.

• Explains the benefits of building business partnerships.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting. #LI

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

Not ready to apply? Join our Talent Community.