Service Recovery Support Specialist

Coordinate customer recovery plans at ROCKWOOL’s Milton office using strong communication and problem-solving skills in a fully onsite contract position. Support timely resolutions for critical orders.

Reporting to the Customer Service Manager, the Service Recovery Support manages customer issues during supply disruptions and service challenges. This contract continues until March 2027. The role works across Customer Service, Supply Chain, Planning, Operations, Logistics, and Sales to minimize customer impact.

Key Responsibilities:

• Manage crisis orders during shortages, constraints, disruptions, and outages
• Communicate recovery plans for delayed or at-risk orders
• Maintain visibility of critical customer orders and status updates
• Participate in crisis calls and recovery meetings
• Track actions, owners, timelines, outcomes, and escalations

Requirements:

• Two to three years’ related customer service or operations experience
• Strategic account or escalation management experience
• Strong communication, presentation, analytical, and problem-solving skills
• Ability to manage complexity and competing priorities
• Proficiency with company software, SAP, and Microsoft Office

Bring customer-facing expertise, organized recovery coordination, and analytical problem-solving to ROCKWOOL’s Milton Customer Service team.

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