Customer Engagement Lead

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.

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