Word will recreate a new empty Normal.dotm template file (not Normal.dotx). You can see this if you move or rename Normal.dotm from your Word Templates folder, then restart Word. On Word 2016, Normal should be Normal.dotm by default. I looked into the question of the Normal template. So, the only option is to add them from the Macros menu (but note that they won't have icons and, for the QAT, also won't save any name or label you give to them-again broken parts of the Customize Ribbon/QAT feature in Word currently). Ignore what I said about above about selecting the commands for the Ribbon or Quick Access Toolbar above-it seems that adding Add-in commands to Ribbon or QAT toolbar is broken in Word currently (they don't stay when you click OK). Then click Macros and select the Zotero Command you want to use (typically AddEditCitation). To assign a keyboard shortcut to the Zotero commands, you go to Tools → Customize Keyboard. Because the floating toolbar functionality is gone, Zotero's plugin for Word 2016 instead creates a new Zotero tab, which allows it to use better looking and larger icons. Instead, any add-in toolbar is added to the "Add-ins" tab. The current version of Word, which you have, Word 2016, does not allow add-ins to create floating toolbars like that. In previous versions of Words, the Zotero commands were added to the AppleScript menu (Word 2008) or as a floating toolbar (Word 2011).
The Zotero Word plugin consists of five macros - Add/Edit Citation, Add/Edit Bibliography, Refresh, Document Preferences, and Unlink Citations (in older versions of the plugin, the Add/Edit macros were each split into separate functions).
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