Customer Support Supervisor

Dyno Nobel is a global leader in commercial explosives, manufacturing and blasting technology, delivering innovative solutions to the mining, quarry, construction, and seismic industries. With a legacy of safety, performance, and technical excellence, Dyno Nobel is known for pushing the boundaries of what's possible in commercial explosives—helping customers optimize operations, improve productivity, and reduce environmental impact.

About the role

Supervise the Customer Support team to ensure we are creating value for our customers as the single point of customer interface; translate demand into purchase requirements and manage through to invoice.

Responsibilities

• Forward communicate issues pertaining to customer orders, resolve problems, understand wants vs. needs, manage and improve customer relationships.
• Supervise customer accounts and customer support associates assigned to various accounts.
• Manage designated Customer Accounts – Joint Ventures & Wholesale Customers.
• Translate customer demand requirements into purchase requirements.
• Create and process SAP sales order cycle through customer invoice.
• Prioritize customer requirements, reviewing alternative inventory options by working with cross-functional teams across Dyno Nobel.
• Improve current internal processes to increase customer satisfaction and streamline processes.
• Maintain Open/Past due Order reporting, ensuring the team manages administrative elements of orders.
• Schedule and hold Customer Service daily stand-up meetings – forward communicate (to business and customers) any issues as they arise.
• Provide customer-specific input/commentary into Sales & Operating Planning cycles.
• Manage SAP sales order cycle – goods issues/receipts specific to each North American site. Timely reconciliation of inventory at each site is required following the completion of daily sales activities.
• Work with AP/AR to resolve customer issues with payments, acting as the single customer focal point.
• Verification of customer pricing prior to creating the invoice for the customer.
• Complete credits, debits, and price variances – following the correct approvals procedure.

Requirements

• Bachelor’s degree in a business-related field preferred. 3+ years related experience may be considered for some required education.
• 3+ years customer service experience in a non-call center environment.
• 1+ year experience supervising others.
• Experience using ERP (Enterprise Resource Planning) business systems, SAP preferred.
• Computer literacy in Microsoft products such as Microsoft 365, Teams, Word, Excel, etc.
• Professional verbal and written communication skills.
• Must be willing to undergo and pass an ATF background check as required to be a possessor of explosives.
• Ability to develop strong relationships with customers and joint ventures.
• Positive attitude, friendly demeanor, and a team player.

Benefits

• 3 weeks annual paid vacation + 12 paid holidays + PTO days.
• Full health benefits including employer HSA contributions + dental plan with an orthodontic option, wellness coaching available.
• Matching 401K.
• Generous tuition reimbursement program.
• Generous paid parental leave.
• Friendly and supportive coworkers.

Values

• Zero Harm for Everyone Everywhere.
• Value People – Respect, Recognize & Reward.
• Think Customer. Everyone. Every day.
• Treat the Business as our Own.
• Care for the Community & our Environment.
• Challenge & Improve the Status Quo.
• Deliver on our Promises.