What are the responsibilities and job description for the Customer Service Specialist II position at Rockline Industries, Inc.?
Join Rockline – Where Values Drive Excellence
At Rockline Industries, we don’t just manufacture consumer packaged goods — we build trusted partnerships and create meaningful impact. As a privately held industry leader, we are guided by our RRITE values: Renew, Respect, Integrity, Teamwork, and Excellence. These values shape how we work, how we collaborate, and how we show up for our customers and each other.
Locations: Within reasonable driving distance of Sheboygan, WI, or Springdale, AR corporate offices.
Work Arrangement: Option of On-site|Flex|Remote. Hourly position.
We’re looking for a Customer Service Specialist II — an experienced customer service professional who takes pride in owning accounts end‑to‑end, solving complex issues, and partnering cross‑functionally to deliver a high level of service. If you enjoy being the go‑to person for your accounts and want to work for a company that values your expertise, this role may be a great fit.
What You’ll Do
As a Customer Service Specialist II, you’ll manage business-to-business (B2B) customer accounts from order to cash, providing advanced support while serving as a trusted internal and external partner.
Order Processing & Account Ownership
- Review and process EDI and manual customer orders with accuracy and efficiency
- Manage customer items, pricing, addresses, and profiles
- Monitor item transitions, special delivery requirements, and order changes
- Track customer orders from entry through delivery and invoicing
- Communicate proactively on order status, product availability, and delivery appointments
Advanced Account Management
- Serve as the primary contact for assigned customer accounts
- Execute and manage transportation strategies in partnership with internal teams
- Ensure order, invoice, and accounting accuracy, including advanced updates and follow‑through
- Review and respond to daily reports; identify trends, risks, and opportunities
- Troubleshoot complex issues and escalate appropriately when needed
- Identify and support customer service and account management process improvements
Collaboration & Continuous Improvement
- Partner closely with Sales, Transportation, Quality Assurance, Scheduling, and Forecasting teams
- Complete quarterly goals and maintain an individual development plan
- Demonstrate a strong commitment to Rockline’s RRITE values and workplace safety
- Contribute to a collaborative team environment and support additional responsibilities as needed
What You’ll Bring
Education
- High School Diploma required
Experience
- 4 years of business‑to‑business customer service experience or equivalent B2B account management experience
- Or 2 years of customer service experience with prior Rockline experience and exposure to order management (Quality, Supply Chain, Operations)
Skills & Knowledge
- Proven experience managing customer accounts end‑to‑end
- ERP system experience required (JDE strongly preferred)
- Microsoft Word and Excel proficiency required
- Strong written, verbal, and interpersonal communication skills
- Solid problem‑solving, analytical, and organizational skills
- Ability to work cross‑functionally in a fast‑paced environment
Preferred
- Logility experience
- Supply Chain Principles certification
Why Rockline?
- Values‑Driven Culture – Our RRITE values guide how we work together every day
- Flexibility – Options for on‑site, flex, or remote work
- Meaningful Work – Own customer relationships and make a real impact
- Professional Growth – Clear goals, training, and development planning
- Stability & Purpose – A strong, privately held company with long‑term vision
Ready to bring your experience to a company that values partnership and excellence?
Apply today and help Rockline deliver outstanding service to customers, every order, every time.