Customer Service Representative
Rockwool · Chicago · $63,000–$70,000 (stated in the posting)
Rockfon, a division of ROCKWOOL Group, is seeking a Customer Service Representative, based in our Chicago office, to join our team!
Office address: 4849 S. Austin Ave., Chicago, IL 60638
**Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment visa at this time.**
Our Customer Service Representatives are the heartbeat of our business. You'll work alongside our exceptional Sales team to build lasting relationships with customers, distributors, architects, and internal stakeholders who depend on us every day.
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
As a Customer Service Representative, you are the voice and backbone of our Ease of Doing Business commitment. Working as part of a 5-person team, you will remove obstacles, simplify interactions, and create frictionless experiences for both our customers and internal Sales partners.
What You Will Be Doing
You'll have real impact from day one. Every interaction matters, and you'll see the direct results of your work in customer satisfaction and business growth. If you thrive on helping people, solving problems, and being part of a team that truly cares about excellence, this is your opportunity to:
- Own the customer experience – Process phone/email orders and handle inquiries via phone and email with professionalism and care
- Be a product expert – Answer detailed questions about our offerings and provide real-time availability updates
- Stay organized and proactive – Track orders, expedite shipments, and follow up to ensure every customer feels valued
- Build relationships that matter – Develop genuine connections with customers while representing our brand with integrity and enthusiasm
- Collaborate across teams – Work hand-in-hand with Sales, Logistics, Product Management, and Production to keep everything running smoothly
- Problem-solve like a pro – Use your decision-making skills to identify customer needs and resolve issues quickly and effectively
- Grow your expertise – Master our services, products, and procedures to become a trusted resource for customers and colleagues alike
- Contribute to team success – Help drive departmental goals while supporting a collaborative, high-performing environment
What You Bring
- Associates or Bachelor’s Degree preferred; relevant experience in lieu of education
- 2+ years customer service and order entry experience
- Proficiency in MS Office – Word and Excel and SAP a plus
- Excellent communication skills both written and verbal
- Work collaboratively with both internal teams and customers
- Bilingual in Spanish a plus
What We Offer
- Competitive Pay & Benefits from Day 1: Comprehensive medical, dental, and vision plans.
- 401K Match: Up to 6%
- Paid Time Off: Generous PTO, 12 paid holidays, and parental 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.
The annual salary range for this role is $63,000 - $70,000. Your base salary is determined based on location, experience and the pay of employees in similar positions.
Who We Are
We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with 12,000 employees, located in 37 countries with 45 manufacturing facilities, all focused on one common purpose – 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.
This role is part of our Rockfon business, a division of ROCKWOOL Group. Rockfon delivers comprehensive ceiling system solutions, integrating stone wool and specialty metal ceiling panels with Chicago Metallic suspension systems, providing high-quality, sustainable offerings to our customers. To learn more, visit www.rockfon.com.