Customer Services Coordinator in Aberdeen

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. Together, we are building a better world, so we can all enjoy living in it.

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.

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 Coordinator 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.
• 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. 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.
• Data Gathering & Analysis: Describes alternative data-gathering techniques and tools.
• Service Excellence: Cites personal experiences of receiving excellent customer service.
• Effective Communications: Describes non-verbal behaviours that influence the interpretation of the message.
• Problem Solving: Explains the value of a disciplined approach to problem solving.
• Relationship Management: Provides examples of the characteristics of effective business relationships.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. This position requires working onsite five days a week.

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