Recruitment Process Data Protection Notice
Customer Service Supervisor
Recruitment Process Data Protection Notice, Salt Lake City, Utah, United States, 84101
Normet Customer Service & Business Operations Manager
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. Customer Service & Business Operations
Supervise and support the Customer Service team across Normet Americas locations. Champion D365 best practices as an SME or work toward SME status. Ensure timely, accurate handling of customer orders, returns, and inquiries. Maintain and enhance processes for better response time and service quality. Foster continuous learning and development among team members. Collaborate with Sales, Operations, Procurement, and Logistics for aligned service delivery. Drive ownership of KPIs: order fulfillment, on-time delivery, and responsiveness. Support pricing and sourcing coordination in partnership with Sales Support and buyers. Contribute to demand planning and forecasting as needed. Performance & Analytical Oversight
Monitor and improve order accuracy, delivery timeliness, and service metrics. Leverage customer feedback and data to drive process improvements. Address slow-moving or obsolete inventory with sales and planning teams. Financials
Assist in forecasting aligned with growth targets and historical order data. Develop and execute the sales plan profitably and with accountability. Stakeholder Management
Promote a customer-first, solution-oriented culture. Build trusted relationships with internal and external stakeholders. Act as an escalation point for service issues and resolve them professionally. Team Leadership and Development
Lead, coach, and develop the Customer Service team toward company objectives. Foster a collaborative, accountable, high-performance environment. Maintain professionalism and adherence to company values under pressure. Encourage professional development and skills growth. HSEQ
Health, Safety, Environment and Quality
Support Normet's HSEQ initiatives and ensure compliance in all activities. Maintain data integrity and ethical conduct across services. Personal Responsibility
Adhere to Normet Values, Policies, and Procedures. Engage in continuous improvement and competency development. Stay informed about industry trends and customer-impacting issues. Maintain and pursue relevant industry certifications. Actively contribute to both sales and service teams. Qualifications and Experience
Associate's degree in Business, Supply Chain, or related field (Bachelor's preferred). 23 years of experience in customer service, supervision, or order operations. Proven experience managing a customer service team. Familiarity with ERP systems (preferably Microsoft D365). Strong accountability, urgency, and attention to detail. Willingness to travel within North America if required. Skills and Competencies
Proven team leadership and motivational skills. D365 expertise or willingness to develop. Strong planning, communication, and conflict-resolution abilities. Ability to maintain professionalism under pressure. Cross-functional collaboration. Continuous improvement mindset. Highly organized with strong interpersonal and financial skills. Excellent verbal and written communication. An elevated level of responsiveness, organization and interpersonal skills Detail orientation Excellent written and verbal communication skills Computer acumen Additional Information
At times, the role will be required to undertake tasks outside of this position description. Taking into consideration the relevant skills and experience at the request of the reporting manager Normal workweek: Monday to Friday, 40 hours (subject to business needs). Occasional travel and extended hours may be required. Must follow all Normet safety and operational protocols. Compliance & Authority
Maintaining personal and coworker safety. Adhering to safety procedures and work practices. Ensuring contractor and visitor safety awareness. Wearing required PPE. Reading and complying with relevant SOPs. Reporting safety issues or emergencies promptly.
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. Customer Service & Business Operations
Supervise and support the Customer Service team across Normet Americas locations. Champion D365 best practices as an SME or work toward SME status. Ensure timely, accurate handling of customer orders, returns, and inquiries. Maintain and enhance processes for better response time and service quality. Foster continuous learning and development among team members. Collaborate with Sales, Operations, Procurement, and Logistics for aligned service delivery. Drive ownership of KPIs: order fulfillment, on-time delivery, and responsiveness. Support pricing and sourcing coordination in partnership with Sales Support and buyers. Contribute to demand planning and forecasting as needed. Performance & Analytical Oversight
Monitor and improve order accuracy, delivery timeliness, and service metrics. Leverage customer feedback and data to drive process improvements. Address slow-moving or obsolete inventory with sales and planning teams. Financials
Assist in forecasting aligned with growth targets and historical order data. Develop and execute the sales plan profitably and with accountability. Stakeholder Management
Promote a customer-first, solution-oriented culture. Build trusted relationships with internal and external stakeholders. Act as an escalation point for service issues and resolve them professionally. Team Leadership and Development
Lead, coach, and develop the Customer Service team toward company objectives. Foster a collaborative, accountable, high-performance environment. Maintain professionalism and adherence to company values under pressure. Encourage professional development and skills growth. HSEQ
Health, Safety, Environment and Quality
Support Normet's HSEQ initiatives and ensure compliance in all activities. Maintain data integrity and ethical conduct across services. Personal Responsibility
Adhere to Normet Values, Policies, and Procedures. Engage in continuous improvement and competency development. Stay informed about industry trends and customer-impacting issues. Maintain and pursue relevant industry certifications. Actively contribute to both sales and service teams. Qualifications and Experience
Associate's degree in Business, Supply Chain, or related field (Bachelor's preferred). 23 years of experience in customer service, supervision, or order operations. Proven experience managing a customer service team. Familiarity with ERP systems (preferably Microsoft D365). Strong accountability, urgency, and attention to detail. Willingness to travel within North America if required. Skills and Competencies
Proven team leadership and motivational skills. D365 expertise or willingness to develop. Strong planning, communication, and conflict-resolution abilities. Ability to maintain professionalism under pressure. Cross-functional collaboration. Continuous improvement mindset. Highly organized with strong interpersonal and financial skills. Excellent verbal and written communication. An elevated level of responsiveness, organization and interpersonal skills Detail orientation Excellent written and verbal communication skills Computer acumen Additional Information
At times, the role will be required to undertake tasks outside of this position description. Taking into consideration the relevant skills and experience at the request of the reporting manager Normal workweek: Monday to Friday, 40 hours (subject to business needs). Occasional travel and extended hours may be required. Must follow all Normet safety and operational protocols. Compliance & Authority
Maintaining personal and coworker safety. Adhering to safety procedures and work practices. Ensuring contractor and visitor safety awareness. Wearing required PPE. Reading and complying with relevant SOPs. Reporting safety issues or emergencies promptly.