Customer Service Supervisor

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).
• 2–3 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.