Customer Success Coordinator

2 weeks ago

Milton, Canada Rockwool Full time

**Job Title**:Customer Success Coordinator

We are seeking a Customer Success Coordinator based in our Milton location to join the Customer Service team. This role is fixed term contract position for 18 months to cover a maternity leave.

**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**:

- Ensuring timely processing of claims, complaints and credits; adhere to the Group 30-day completion policy
- Familiarizing yourself with the current claims and complaints model and reviewing processes for improvement opportunities
- Monitoring the Customer Service inbox for complaints and/or requests regarding quality, logístical and pricing discrepancies
- Ensuring relevant stakeholders are notified and engaged early-on to avoid costly issues at the customer-level and for ROCKWOOL.
- Understand and assist in the implementation of our new Claims and Complaints management system
- Consistent and timely communication with the Customer Service team is mandatory to ensure continuity and Customer Satisfaction
- And above all, take pride in relationship building to set our customers and ROCKWOOL up for continued success

**What you bring**:

- You have a rock-solid customer service background with 3-5 years’ experience managing the claims, complaints and credits size of the business
- Graduated from a post-secondary institution in business, communications or an equivalent field
- Adaptable to change and a fast-pace environment
- Outstanding oral and written communication skills
- Proficient with Microsoft Office, including Word, Power Point and Excel

**What we offer**:

- Competitive salary
- Comprehensive benefits package including Health, Dental, Vision, Massage Therapy & more
- Generous Paid Time Off (PTO) and Paid Holidays
- Retirement Pension Matching Program
- Work/Life Balance
- Life and Disability Programs
- Educational Assistance
- Top up plans for maternity and paternity leave
- Fitness Reimbursement
- Employee Assistance Program (EAP)

**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 more than 12,000 employees, located in 40+ countries with 51 manufacturing facilitiesall focused on one common purpose - **to release the natural power of stone to enrich modern living.**

Sustainability is central to our business strategy. **ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDG’s) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water. **Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

**Work Environment & Conditions**:

- Our offices are thoughtfully designed to foster collaboration, creativity, and opportunities for social engagement, allowing employees to find balance and bring their best selves to work.
- ROCKWOOL believes in giving back to the communities where we operate. Our offices worldwide engage in philanthropic initiatives, community involvement, and sustainability efforts that contribute to improving society and the environment. We encourage our employees to get involved and make a positive impact in the communities we serve.

**Diverse and Inclusive Culture**

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “**The ROCKWOOL Way**”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.

**Job Type**: Fixed term contract
Contract length: 18 months

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- Customer service: 3 years (required)

Work Location: In person

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