Customer Service & Sales Support Representative

We are a global technology company developing innovative solutions for mining, tunnelling, and construction, improving project safety, environmental impact, and productivity. We offer premium equipment, all-round aftermarket services and high-quality chemicals and rock support as our core products to our customers. We operate globally in over 30 countries with more than 1,800 experts. At Normet, we commit to a culture founded in our Values - Caring, Committed & Courageous. We foster your talent, with us you shine.

Local Role Focus – Salt Lake City (Sales Support Representative)

As a Sales Support Representative, you will serve as the primary point of contact for customers and internal sales staff. You’ll manage quotations, order entry, and follow-up communications to ensure customer needs are met quickly and professionally. You’ll also provide analytical and administrative support to improve service performance and strengthen customer relationships.

Key Responsibilities (Salt Lake City)

• Act as the main contact for customer orders, inquiries, and after-sales support.
• Manage the full order cycle: quoting, entry, confirmation, and tracking through completion.
• Coordinate with internal teams (Sales, Service, Operations) to ensure customer requirements are met.
• Maintain accurate order and customer data in ERP systems (IFS or D365).
• Support pricing confirmation, returns, and warranty requests as needed.
• Communicate clearly and proactively with customers regarding lead times, product updates, and service expectations.
• Generate reports and maintain customer documentation in accordance with company standards.
• Contribute to process improvement and customer satisfaction initiatives.

Customer Service & Business Operations (Functional Scope)

Customer Service & Team Support

• Provide backup and support to customer service colleagues across Normet Americas locations.
• Promote D365 best practices as a Subject Matter Expert (SME) or work toward SME status.
• Ensure timely, accurate handling of orders, returns, credits, and inquiries.
• Help refine procedures to enhance response times, accuracy, and overall service quality.
• Collaborate with cross-functional teams to resolve customer concerns efficiently.
• Monitor and maintain service KPIs such as order accuracy, on-time completion, and responsiveness.
• Support demand planning discussions with relevant internal stakeholders.

Performance & Analytical Oversight

• Track and report key customer service metrics and performance trends.
• Use customer feedback and service data to identify and drive process improvements.
• Contribute insights to improve forecasting, efficiency, and customer experience.

Financial & Administrative Support

• Assist in forecasting activities based on order data and growth targets.
• Ensure accuracy and timeliness in billing, returns, and service-related documentation.
• Support sales initiatives and campaigns with relevant reporting or administrative coordination.

Stakeholder & Relationship Management

• Foster a customer-first, solution-oriented culture.
• Build strong, trusted relationships with customers, sales teams, and internal partners.
• Act as an escalation point for customer issues, ensuring resolution in a professional manner.

Team Collaboration and Development

• Work closely with Customer Service and Sales Support teams to ensure alignment and consistent service delivery.
• Participate in training, cross-functional collaboration, and skill development initiatives.
• Support a positive, accountable, and collaborative team culture.

HSEQ – Health, Safety, Environment, and Quality

• Promote and support Normet’s HSEQ initiatives in all areas of work.
• Maintain accuracy, integrity, and compliance in all documentation and transactions.

Personal Accountability

• Uphold Normet’s Values, Policies, and Procedures at all times.
• Demonstrate a commitment to continuous improvement and professional development.
• Stay current with industry trends, systems updates, and customer service best practices.

Qualifications and Experience

• Associate’s degree in Business, Supply Chain, or related field preferred.
• 2–3 years of experience in customer service, order administration, or sales support.
• Proven ability to manage multiple priorities and deliver exceptional customer experiences.
• Experience working in ERP systems (Microsoft D365 preferred).
• Excellent communication, organization, and problem-solving skills.
• Strong attention to detail, sense of urgency, and accountability.
• Willingness to travel occasionally within North America, if required.

Skills and Competencies

• Customer-centric mindset with strong interpersonal communication.
• Highly organized, detail-oriented, and proactive.
• Effective collaborator across teams and departments.
• Able to maintain professionalism under pressure.
• Data accuracy and reporting proficiency.
• Continuous improvement mindset and strong follow-through.

Additional Information

• Duties may vary or expand as directed by management based on business needs.
• Proposed workweek: Tuesday through Saturday, 40 hours (occasional extended hours may be required).
• Must comply with all Normet safety and operational protocols.

Compliance & Authority

• Maintain personal and coworker safety as a top priority.
• Adhere to all safety procedures and use required PPE.
• Report safety incidents or near misses promptly.
• Comply with all relevant SOPs and company standards.

Come and share your courage to shine with us!

Visit our career website for more information.