Customer Service Manager

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

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!

Your future team:

The 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, in essence the Perfect Order. It takes a special type of person to make that happen. Your personality and attitude are crucial in ensuring an excellent customer experience. In return, you will work with great products and get the right training and tools to enable you to reach our ambitious service goals.

Leadership & Team Management

• Provide day‑to‑day leadership, coaching, and support to two Customer Service Supervisors.

• Indirectly oversee and influence performance of 5 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 drive areas for opportunity.

• Coordinate staffing, scheduling, and adherence for Supervisors and CSR team.

• 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 new processes, systems, and customer needs.

• Through your supervisors monitor workload and performance of the Customer Service team with fluctuations in business volume, present opportunities for team efficiency and improved service levels for our customers.

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:

You are a confident, people‑focused leader who develops others, stays organized and adaptable in a fast‑paced environment, is driven by metrics and results while maintaining a strong commitment to the customer experience, and navigates change effectively while guiding teams through new expectations.

• Bachelor’s degree in business administration, Communications, or related field

• 7+ years’ experience in Customer Service managing a team of 5+ 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, and patience and tolerance when dealing with difficult customers

• Fast response time

• Problem-solving and decision-making skills

• Knowledge about the processes involved in resolving product or service-related issues when highlighted by a customer

• Proficiency with company software, SAP, 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 & Career Growth: Invest in your future.

• Wellness Perks: Fitness reimbursement and EAP access.

• Safety First: Company-provided PPE and programs to keep you protected

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

Who we are:

Founded in 1937 in Denmark, ROCKWOOL transforms volcanic rock into sustainable, innovative products that improve lives and communities.  With over 12,000 employees across 51 manufacturing facilities in 40+ countries, we share one common mission:  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 79 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.