Customer Service Supervisor

ROCKWOOL International A/S; Milton; On-site; CAD 85,000 - 95,000; Full time

Benefits offered by this job

Competitive pay & benefits from Day 1

Pension matching

Paid time off + holidays

Educational assistance

Wellness perks

Safety PPE and programs

Job summary

ROCKWOOL International A/S in Milton seeks a Customer Service Supervisor to lead a frontline CS team onsite. You will direct daily operations, coach staff, and collaborate with Sales, Logistics and Operations to ensure top-tier service and accurate order processing.

You will drive training, performance feedback, and process improvements while upholding SOPs and a customer-first culture. This role emphasizes escalation management and measurable service outcomes.

Qualifications

• Experience supervising a customer service team in a fast-paced environment.
• Strong communication, problem-solving and time-management skills.
• Proficiency with SAP, Microsoft Office, CRM and order processing tools.
• Ability to coach, develop and train team members and manage escalations.

Responsibilities

• Oversee frontline Customer Service Representatives, providing direction and feedback.
• Manage daily workflow, monitor service levels and resolve escalations.
• Collaborate with Sales, Logistics and Operations to address orders and service issues.
• Lead coaching, onboarding and training for new team members.
• Monitor performance metrics and ensure adherence to SOPs and quality standards.
• Support workload distribution and peak-period planning.
• Provide ongoing development and feedback to the team.

Skills

Team leadership

Customer service

Coaching

Communication

Problem solving

Time management

Decision making

Tools

SAP

Microsoft Office

CRM

Order processing

Ticketing

Dashboards

Reporting tools

Job description

We are seeking a Customer Service Supervisor based in our Milton Office to join the Customer Service team. This position is fully onsite.

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:

• Reporting to the Customer Service Manager, the Customer Service Supervisor oversees a frontline team of Customer Service Representatives, providing direction, performance feedback, and real-time support.
• The role manages daily workflow, monitors service levels, resolves escalations, and collaborates with cross-functional partners such as Sales, Logistics, and Operations to address order or service challenges.
• The Supervisor contributes to training, onboarding, process improvements, and the overall effectiveness of the Customer Service function.
• Lead, coach, and support a team of Customer Service Representatives.
• Monitor daily workflow, service levels, and performance metrics.
• Handle escalations and assist with resolving complex customer issues.
• Provide ongoing feedback, coaching, and development to team members.
• Promote a positive, customer-focused culture within the team.
• Ensure accurate processing of orders, inquiries, and follow-ups.
• Support workload distribution and help manage peak-volume periods.
• Collaborate with the Customer Service Manager on team performance and operational improvements.
• Reinforce adherence to SOPs, service standards, and quality expectations.
• Assist in the onboarding and training of new team members.

What you bring:

• 2-5 years of experience supervising or managing a customer service team, including coaching and developing employees.
• Experience in customer service, preferably in a manufacturing, distribution, or B2B environment.
• Strong problem-solving, decision-making, analytical, and time-management skills.
• Excellent communication and interpersonal skills, with the ability to handle escalations, performance feedback, and sensitive conversations professionally.
• Customer-focused mindset with a strong commitment to accuracy and service excellence.
• Ability to work effectively in a fast-paced environment, manage shifting priorities, and support peak periods or service disruptions.
• Proficiency with SAP, Microsoft Office, CRM, order processing, ticketing, dashboard, and reporting tools.
• Experience with performance metrics, service-level management, or process improvement is an asset.
• Ability to maintain confidentiality and collaborate effectively with Sales, Supply Planning, Logistics, and other cross-functional teams.
• Ability to support organizational changes and identify opportunities to improve processes, workflows, and customer experience.

What we offer:

• Competitive Pay & Benefits from Day 1: Comprehensive medical, dental, massage therapy, and vision plans.
• Retirement Pension Matching Program.
• Paid Time Off: Generous PTO, paid holidays, and top up plans for maternity and paternity leave.
• Educational Assistance & Career Growth: Invest in your future.
• Wellness Perks: Fitness reimbursement and EAP access.
• Safety First: Company-provided PPE and programs to keep you protected.

The annual salary range for this role is $85,000 - $95,000. Your base salary is determined based on location, experience and the pay of employees in similar positions. This position is bonus eligible.

Who we are:

We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with 12,000 employees, located in 37 countries with 36 manufacturing facilities, all focused on one common purpose - to release the natural power of stone to enrich modern living. Sustainability is central to our business strategy. Through our partnership with One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

Work Environment & Conditions:

Our offices are designed to inspire collaboration, creativity, and meaningful social interactions., empowering employees to achieve balance and bring their best selves to work. ROCKWOOL is deeply committed to giving back to our communities. Through global philanthropic initiatives, community involvement, and sustainability efforts, we strive to create a positive impact in the communities we serve.

Our Culture and Commitment:

We are dedicated to fostering an inclusive workplace where everyone feels valued, respected, and heard. With employees representing 91 nationalities, we champion diversity, provide equal opportunities, and actively combat all forms of discrimination. At ROCKWOOL, you'll find a welcoming team environment built on what we proudly call “The ROCKWOOL Way”. This cultural foundation reflects our core values: ambition, responsibility, integrity and efficiency.

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.

At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our products and services. We help our customers and communities tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity, and flooding. Our product range reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint. Stone wool is a fully recyclable, versatile material that forms the basis of all our businesses.

With ~11,800 dedicated colleagues in 37 countries and sales in more than 120, we are the world leader in stone wool products, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, customised stone wool insulation components for other manufacturers’ products and systems (OEM), to insulation for the process industry and marine & offshore.

Ready to help build a better future for generations to come? Join us and make a difference!

http://www.rockwool.com/group/about-us/careers/