Service Recovery Support (Contract)

We are seeking a Service Recovery Support Team Member based in our Milton office to join the Customer Service team.
This is a fully onsite contract position until March 2027.
Address : 8024 Esquesing Line, Milton, ON
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:
Reporting to the Customer Service Manager, the Service Recovery Support manages critical customer issues during supply disruptions and service challenges. Working cross-functionally with Customer Service, Supply Chain, Planning, Operations, Logistics, and Sales, this role coordinates recovery plans, proactively communicates updates, and ensures timely resolution of at-risk orders to minimize customer impact and protect key relationships.
Responsibilities:
Daily management of crisis orders during supply shortages, production constraints, transportation disruptions, weather events, system outages, or other business interruptions.
Communicate recovery plans for delayed, short-shipped, or at-risk customer orders.
Maintain visibility of all critical customer orders and communicate status updates to stakeholders.
Participate in daily crisis calls and recovery meetings during significant events.
Ensure customers receive timely and accurate communications regarding service risks and recovery timelines.
Escalate critical issues and recovery requirements to leadership when necessary.
Track recovery actions, owners, timelines, and outcomes.
What you bring:
2-3 years of experience in Customer Service, Supply Chain, Operations, Customer Excellence, or related field.
Strong customer-facing experience managing strategic accounts or escalations.
Strong communication and presentation skills.
Demonstrated ability to manage complex issues and competing priorities.
Strong analytical and problem-solving skills.
Ability to work collaboratively across teams and influence without authority
Proficiency with company software, SAP, Microsoft Office
Strong organizational and adaptability skills in a fast-paced environment.
Results-driven, with a focus on metrics and performance while maintaining a strong customer experience.
Ability to navigate change effectively and guide teams through new expectations.
What we offer:
Competitive Pay
Paid Holidays
Safety First: Company-provided PPE and programs to keep you protected
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, we champion diversity, provide equal opportunities, and actively combat all forms of discrimination. At ROCKWOOL, you'll find a welcoming team environment built on what we proudly call “The ROCKWOOL Way”. This cultural foundation reflects our core values: ambition, responsibility, integrity and efficiency.
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.