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ROCKWOOL Group

Customer Engagement Lead

Milton, ON, Canada

Compensation : The annual base salary range for this position is $110,000 - $125,000. · Full-time

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Job details

Pay: Compensation : The annual base salary range for this position is $110,000 - $125,000.
Job type: Full-time
Apply by: Nov 5, 2026
Experience: Minimum 5 years of experience in Customer Service, Supply Chain, Operations, Customer Excellence, or a related field.
Posting language: English
Posted: Oct 6, 2026

Original job description

Job Purpose & Scope :

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.
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.

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More about this job

Responsibilities

Serve as the primary customer advocate, managing strategic relationships, service performance, escalations, complaints, and critical order recovery. Coordinate with cross-functional teams on order fulfillment, customer reviews, service improvements, and business continuity challenges.

Requirements

Requires at least five years of experience in customer service, supply chain, operations, customer excellence, or a related field, with a proven record managing strategic accounts and escalations. Candidates need strong communication, analytical, problem-solving, and cross-functional leadership skills, proficiency with SAP and Microsoft Office, a valid passport, and willingness to travel.

Skills

Customer Service
Supply Chain Management
Strategic Account Management
Escalation Management
Issue Resolution
Cross-Functional Leadership
Stakeholder Management
Order Fulfillment
Crisis Management
Root Cause Analysis
Corrective Actions
Continuous Improvement
Performance Management
Analytical Problem-Solving
SAP

Benefits

Medical Insurance
Dental Insurance
Massage Therapy Coverage
Vision Insurance
Pension Matching Program
Paid Time Off
Paid Holidays
Maternity Leave Top-Up
Paternity Leave Top-Up
Educational Assistance
Career Growth Opportunities
Fitness Reimbursement
Employee Assistance Program

Visa sponsorship

Not detected in the job text

Keywords

Customer Engagement
Customer Service
Supply Chain
Strategic Customer Accounts
Customer Advocacy
Order Fulfillment
Critical Orders
Crisis Orders
Supply Disruptions
Transportation Issues
Customer Satisfaction
Service Performance Metrics
Escalation Management
Complaint Resolution
Root Cause Analysis
Corrective Actions
Cross-Functional Collaboration
Customer Business Reviews
Account Planning
Business Continuity
Continuous Improvement
Service-Level Agreements
Performance Management
SAP
Microsoft Office Suite
Wholesale Building Materials
Stone Wool Solutions

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