Customer Service Specialist II

Customer Service Specialist II

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.

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

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

• 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.