Customer Services Coordinator

Customer Services Coordinator

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.

Salary: £30,200

Location: Aberdeen

Benefits:

• 33 days annual leave incl. bank holidays
• 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 is internationally equipped to manufacture and maintain equipment like pumps, compressors and turbines, with engineer field teams in every major basin. We've also got some of the best minds in the industry working to level up your operations and be your partner, from the rig to the refinery—and beyond. With SPM, you're never alone in the oilfield.

The Opportunity

The role is being responsible for coordinating service and rental opportunities, including manpower, equipment planning, mobilisation and administration. Required flexibility to work across all areas of the SPM business as necessary. The candidate will also support the growth of Product and Service Sales through a customer-focused strategy, ensuring exceptional client engagement and satisfaction. Work as part of a cross functional team supporting the development of process improvements to streamline workflows, maximise operational efficiency and uphold full compliance with company policies and procedures.

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.
• 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 Finance Manager in accordance with Month End Checklist.
• Development & Training Lead your own learning and development requirements. Ensure all mandatory training is completed by due date. Set challenging goals that align with company strategy and agree action plan with your manager.

Operational Planning & Delivery

• Actively participate in workflow planning and order prioritisation to maximise labour efficiency and minimise overtime.
• Maintain agreed On-Time Delivery (OTD) metrics.

Field Services Management

• Support offsite service operations, aligning technician deployment with customer requirements to drive profitable growth.
• 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 business development. Always maintain customer-focussed 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 relevant procedures, including the Global Records Retention Schedule.
• 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. Attend customer meetings as required to strengthen relationships and support.

What You Have:

Education and/or Experience: Previous administrative experience at a high level essential, ability in managing customer accounts.

Language Skills: Good communicator with the ability to effectively present information in written and electronic format to the highest standard.

Computer Skills: Excellent IT skills with sound knowledge of Microsoft Office packages including Excel.

Work Environment: Ability to work on own initiative at all times. Flexible and responsive to internal and external customers.

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 behaviors 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.