Customer Engagement Lead

ROCKWOOL Group; Milton; On-site; CAD 110,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Pension matching

Paid time off

Educational assistance

Wellness perks

Career growth opportunities

Global organization

Job summary

ROCKWOOL Group in Milton, Ontario, seeks a Customer Engagement Lead to join our Supply Chain Customer Service team. This in-office role acts as the primary liaison between customers and ROCKWOOL, driving exceptional service, strong relationships, and swift resolution of service challenges to support order fulfilment and customer satisfaction.

You will collaborate with Planning, Operations, Sales and other teams to monitor performance, lead recovery efforts during disruptions, and participate in

Qualifications

• Minimum 5 years in Customer Service, Supply Chain, Operations or related field.
• Proven track record managing strategic accounts and escalations.
• Experience leading cross-functional initiatives and influencing stakeholders.
• Strong communication, presentation, interpersonal and relationship-building skills.
• Ability to manage complex issues and make decisions in a fast-paced environment.
• Analytical, problem-solving mindset focused on results.
• Proficiency with SAP, Microsoft Office and business systems.
• Willingness to travel for customer-facing meetings.

Responsibilities

• Serve as the primary customer advocate, building and maintaining relationships with key customer supply chain teams.
• Drive customer satisfaction through proactive engagement, issue resolution, and continuous service improvement.
• Lead end-to-end management of critical and crisis orders during disruptions.
• Monitor service performance, manage escalations, and oversee complaint resolution and root-cause actions.
• Collaborate with Planning, Operations, Sales, and Customer Service to ensure order fulfillment.
• Participate in customer business reviews and strategic meetings.
• Facilitate cross-functional communication and lead recovery meetings for service risks.
• Represent Customer Service in cross-functional projects and SLA development.

Skills

Customer relationship management

Cross-functional leadership

Communication skills

Analytical thinking

Decision making

SAP

Microsoft Office

Travel willingness

Tools

SAP

Microsoft Office

Job description

We are seeking a dynamic

We are seeking a dynamic Customer Engagement Lead to join our Supply Chain Customer Service team. This is an in-office role with no remote option in Milton, ON. The Customer Engagement Lead acts as the primary liaison between customers and ROCKWOOL, ensuring exceptional service, strong customer relationships, and effective resolution of service challenges. This role collaborates with cross-functional teams to support order fulfillment, manage critical customer issues, drive continuous improvement initiatives, and enhance the overall customer experience while contributing to business performance and customer satisfaction.

Ready to help build a better future for generations to come? In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.

Join us and make a difference!

What you will be doing :

• Serve as the primary customer advocate, building and maintaining strong relationships with key customer supply chain teams.
• Drive customer satisfaction through proactive engagement, issue resolution, and continuous service improvement initiatives.
• Lead the end-to-end management of critical and crisis orders, coordinating recovery plans during supply disruptions, transportation issues, and business interruptions.
• Monitor customer service performance metrics, manage escalations, and oversee complaint resolution, root cause analysis, and corrective actions.
• Collaborate closely with Planning, Operations, Sales, Supply Chain, and Customer Service teams to ensure successful order fulfillment and service delivery.
• Participate in customer business reviews, account planning activities, and strategic customer meetings.
• Facilitate cross-functional communication and lead recovery meetings to address service risks, customer impacts, and business continuity challenges.
• Represent Customer Service in cross-functional projects and continuous improvement initiatives while supporting SLA development and performance management.

What you bring :

• Minimum 5 years of experience in Customer Service, Supply Chain, Operations, Customer Excellence, or a related field.
• Proven track record managing strategic customer accounts, escalations, and customer-facing relationships.
• Experience leading cross-functional initiatives and influencing stakeholders across multiple business functions.
• Strong communication, presentation, interpersonal, and relationship-building skills.
• Demonstrated ability to manage complex issues, competing priorities, and make sound decisions in a fast-paced environment.
• Strong analytical, problem-solving, and customer-focused mindset with a results-driven approach.
• Proficiency with SAP, Microsoft Office Suite, and other business systems.
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• Valid passport and willingness to travel for customer-facing meetings and business activities.

What We Offer :

Compensation : The annual base salary range for this position is $110,000 - $125,000. Actual compensation will be determined based on geographic location, experience, qualifications, skills, internal equity, and the compensation of employees in similar positions.

• Comprehensive medical, dental, massage therapy, and vision plans from Day 1
• Retirement Pension Matching Program
• Generous Paid Time Off, paid holidays, and top up plans for maternity and paternity leave
• Educational Assistance & Career Growth opportunities
• Wellness perks including fitness reimbursement and EAP support
• Opportunities to grow your career within a global organization
• Meaningful work that supports a more sustainable future

Why ROCKWOOL :

Founded in Denmark in 1937, ROCKWOOL transforms volcanic rock into innovative solutions that help create safer, healthier, and more sustainable buildings and industries. With more than 12,000 employees across 40+ countries, we share one common purpose : to release the natural power of stone to enrich modern living. At ROCKWOOL, sustainability, innovation, and people are at the heart of everything we do. Our products help address some of the world's most pressing challenges related to energy efficiency, safety, resilience, and resource conservation.

Our Culture & Commitment

At ROCKWOOL, people are at the heart of our success. We foster a collaborative, transparent, and flexible workplace where employees feel welcomed, respected, and empowered to do their best work. Combining the support of a close-knit team with the opportunities of a global organization, ROCKWOOL is a place where people build meaningful careers, share innovative ideas, and make a lasting impact.

Guided by The ROCKWOOL Way and our core values of Ambition, Responsibility, Integrity, and Efficiency, we foster a culture of inclusion, growth, and continuous improvement. Through employee events, community engagement, and our commitment to sustainability, we are united by a shared purpose : creating a positive impact for our customers, communities, and future generations.

ROCKWOOL is proud to be an Equal Opportunity Employer. We assess all qualified candidates based solely on their skills and qualifications, without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.