Customer Service Supervisor

rockwoolgroup; Milton; On-site; CAD 85,000 - 95,000; Full time

Benefits offered by this job

Competitive Pay & Benefits from Day 1

Retirement Pension Matching Program

Paid Time Off

Educational Assistance & Career Growth

Wellness Perks

Safety First

Job summary

ROCKWOOL Group in Canada seeks a Customer Service Supervisor to lead a frontline team of Customer Service Representatives under the Customer Service Manager. You will oversee daily workflow, monitor service levels, and escalate issues while promoting a customer-focused culture.

With 2–5 years of supervision experience in manufacturing or B2B environments, you will coach staff, optimize processes, and collaborate with Sales, Logistics, and Operations to resolve orders and improve performance.

Qualifications

• 2-5 years of experience supervising or managing a customer service team, including coaching and developing employees.
• Experience in customer service in manufacturing, distribution, or B2B environments is preferred.
• Strong problem-solving, decision-making, analytical, and time-management skills.
• Excellent communication and interpersonal abilities, especially for escalations and feedback.

Responsibilities

• 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.
• Collaborate with Sales, Logistics, and Operations to address orders and service challenges.
• Support onboarding and training of new team members.
• Ensure adherence to SOPs, service standards, and quality expectations.

Skills

Supervising

Coaching

Customer service

Problem solving

Time management

Tools

SAP

Microsoft Office

CRM

Order processing

Ticketing

Dashboard

Reporting tools

Job description

Your future team:

As a Customer Service Supervisor, you will have 5 direct reports and work collaboratively with Customer Service Manager on day-to-day team management.

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,