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We are seeking a Customer Service Manager based in Milton to join our Customer Service team. This is a fully on‑site role.

Customer Service Manager, reporting to the Customer Service Director, will lead the RTI, Roofing, and OEM customer service team, overseeing one Customer Service Supervisor and a team of five Customer Service Representatives.

What you will be doing

As part of our tight‑knit team, you will work with a strong customer focus in a fast‑paced environment where no two days are ever the same. Our common goal is to deliver the right material to the customer at the right time and place, the “Perfect Order”.

Leadership & Team Management

- Provide day‑to‑day leadership, coaching, and support to two Customer Service Supervisors.
- Independently oversee and influence the performance of five Customer Service Representatives.
- Foster a high‑performance culture focused on accountability, collaboration, and continuous growth.
- Conduct regular 1:1s, performance reviews, and development planning with Supervisors.
- Monitor, present and react to the attainment of Customer Service goals.

Operational Excellence

- Ensure daily service levels, response times, and quality standards are consistently met.
- Monitor and communicate KPIs, highlighting successes, trends, and areas for opportunity.
- Coordinate staff scheduling and adherence for Supervisors and CSRs.
- Support escalations and real‑time decision‑making to maintain service continuity.

Coaching & Employee Development





- Guide Supervisors in effective coaching practices and performance management.
- Identify skills gaps and partner with Training/Quality teams to implement development plans.
- Build capability across the team to handle recent processes, systems, and customer needs.
- Monitor workload and performance fluctuations, presenting opportunities for efficiency and improved service levels.

Customer Experience & Problem Solving

- Promote a customer‑centric culture focused on empathy, resolution, and quality outcomes.
- Review customer feedback to identify trends and opportunities for improvement.
- Lead or support root‑cause analysis and corrective actions for service issues.

Cross‑Functional Collaboration

- Partner closely with Operations, Quality/Training, and Continuous Improvement teams.
- Communicate effectively with other departments to resolve system, process, or policy issues.
- Represent Customer Service in cross‑functional meetings and initiatives.

What you bring

- Bachelor’s degree in Business Administration, Communications, or a related field.
- 7+ years of experience in Customer Service managing a team of five or more employees.
- Proven success managing supervisors or frontline teams.
- Demonstrated ability to coach,



develop, and inspire high‑performing teams.
- Excellent written and verbal communication skills.
- Effective listening skills, patience, and tolerance when dealing with difficult customers.
- Fast response time and strong problem‑solving and decision‑making skills.
- Knowledge of processes involved in resolving product or service‑related issues highlighted by a customer.
- Proficiency with company software, SAP, and Microsoft Office.

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 & Growth opportunities opportunities.
- Wellness Perks: Fitness reimbursement and EAP access.
- Safety First: Company‑provided PPE and programs to keep employees protected.

The annual salary range for this role is $110,000 – $130,000. The base salary is determined by location, experience, and the pay of employees in similar positions. This position is bonus eligible.

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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Apply on Kit Job: kitjob.ca/job/2g8riu

📌 Customer Service Manager (Milton)
🏢 ROCKWOOL Group
📍 Milton