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Customer Service & Sales Support Representative
Customer Service & Sales Support RepresentativeNormet • Salt Lake, Utah, USA
Customer Service & Sales Support Representative

Customer Service & Sales Support Representative

Normet • Salt Lake, Utah, USA
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

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 1800 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. Youll manage quotations order entry and follow-up communications to ensure customer needs are met quickly and professionally. Youll 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 Normets HSEQ initiatives in all areas of work.
  • Maintain accuracy integrity and compliance in all documentation and transactions.

    • Personal Accountability

  • Uphold Normets 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

  • Associates degree in Business Supply Chain or related field preferred.
  • 23 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.

    Required Experience :

    Unclear Seniority

    Key Skills

    Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

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