Customer Service Specialist II

Rockline Industries is a privately held manufacturer of consumer packaged goods that builds trusted customer partnerships. The Customer Service Specialist II will manage B2B customer accounts from order to cash, process orders, resolve complex issues, and coordinate with cross-functional teams to provide advanced customer support.

Responsibilities:

• 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
• 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
• 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

Requirements:

• High School Diploma required
• 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)
• 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
• Logility experience
• Supply Chain Principles certification