Customer Operations Specialist

We are seeking a Customer Operations Specialist based in our Milton location to join the Customer Service team. This is a fully on-site role in our Milton, ON head office.

This is a 12-month contract 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:

• You will be part of a team that consists of 3 members, and you will provide support to ensure successful development and maintenance of our EDI and Pricing programs for Rockwool North America, contributing to our company’s goal of customer satisfaction and growth. The Customer Operations Specialist reports directly to the Customer Success Manager.

What you will be doing:

The Customer Operations Specialist is responsible for managing and optimizing key customer service and operational processes to ensure accuracy, efficiency, and a positive customer experience. This role includes processing customer credits and claims, managing pricing updates, maintaining customer master data, supporting EDI implementations, analyzing data, and preparing reports. The ideal candidate will be detail-oriented, proactive, and skilled at working cross-functionally with Sales, Finance, Operations, and IT to drive a smooth and accurate order-to-cash process.

• Process and validate customer credits, debits, and claims in accordance with company policies.

• Investigate claim details, identify root causes, and coordinate with relevant departments to ensure resolutions and corrective actions are implemented.

• Track claim trends to recommend process improvements that reduce recurring issues.

• Maintain and update customer pricing conditions within SAP or other systems.

• Support promotional setup to ensure correct pricing is applied to orders.

• Maintain accurate customer master data, including account details, terms, and location information.

• Support EDI onboarding, mapping, and implementation for new and existing customers.

• Monitor EDI order transactions to identify and resolve errors promptly.

• Collaborate with internal and external partners to ensure smooth EDI integration and data accuracy.

• Prepare recurring and ad hoc reports related to pricing, claims, EDI transactions, and customer performance.

• Analyze operational data to identify trends, risks, and opportunities for process optimization.

• Present findings and recommendations to management for continuous improvement.

• Partner with Sales, Finance, Operations, and IT to troubleshoot order, pricing, and invoicing issues.

• Participate in cross-departmental projects to streamline workflows and improve the customer experience.

• Support the development and refinement of SOPs (Standard Operating Procedures) to promote accuracy and efficiency.

What you bring:

• Post-secondary education in Business Administration, Supply Chain, or a related field preferred.

• 3+ years of experience in customer service, sales operations, or business operations (B2B environment preferred).

• Experience with SAP (or equivalent ERP), EDI systems, and Microsoft Office Suite (Excel proficiency is essential).

• Strong attention to detail and accuracy in data management.

• Ability to analyze data and generate clear, actionable insights.

• Excellent communication skills, both written and verbal.

• Strong organizational and time management skills; able to manage multiple priorities.

• Ability to work both independently and collaboratively within a cross-functional team.

• Problem-solving mindset with a proactive approach to issue resolution.

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

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.