## Customer Engagement LeadApply:

Milton, Ontario:

Full time:

Posted Today:

R0036621**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 setting.* 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.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! #J-18808-Ljbffr

📌 Customer Engagement Lead (Winnipeg)
🏢 ROCKWOOL International A/S
📍 Winnipeg