Customer Service & Sales Support Representative

Normet Group•Salt Lake City, TX

38d

About The Position

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.

Requirements

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.
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.

Responsibilities

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