Customer & Order Management Specialist - National Accounts

Customer & Order Management Specialist – National Accounts

Position Description:

Lignetics seeks a motivated, energetic, self-starter with creativity, to maintain, cultivate, and support a network of national retailers throughout specific regions (as assigned) of the United States. Candidate must exemplify company Core Values such as: Adaptability, Accountability, Integrity, Respect and Teamwork. Lignetics is the largest manufacturer of domestic wood pellet fuel in the United States, with twenty-two facilities nationwide. 

This position reports to the Sales Operations Manager – National Accounts as part of the Lignetics Sales organization. It is 100% Work from Home and applicants must be able to work standard business hours. 

Major Areas of Responsibility Include:

Order Entry & Fulfillment

· Manage a seasonal book of orders for key national accounts and maintain needed transaction activity daily.

· Utilize Sage 300 to enter or verify sales orders accurately and update on an associated order tracker.

· Verify Electronic Data Interchange (EDI) order transmission on all orders by utilizing tools provided for EDI order tracking. 

· Process all needed EDI documents as required by each retailer trading partner.

· Manage and modify orders to comply with operational requirements and current state of inventory, manufacturing locations, etc, etc.

· Learn and follow all customer specific requirements for national accounts. Correctly inform Plant Operations of requirements and act as the process expert for the plants.

· Work directly with carriers to schedule loads. Schedule loads to optimize sales goals while working within plant shipping capacities. Escalate logistics issues with manager as needed. 

· Troubleshoot order exceptions like truck scheduling compliance issues, inventory outages, etc.

Consistent Customer Communication

· Answer all incoming phone calls. 

· Return customer voicemails within a 24-hour window. 

· Return all customer emails within an 8-hour window.

· Provide accurate order or account information. 

· Develop knowledge of our company and the products we offer to communicate successfully with customers. 

· Arrange coverage when Out of Office with manager and team members. Assist with coverage for team members when needed.

· When open order goals have not been met, assist outside sales with customer outreach when needed.

Daily Order Release to Plant Operations:

· Review daily production report and release orders according to available inventory to Plant Operations each day. 

· Mark orders Ready to Ship (RTS) in customer-specific portals for EDI orders.

· Update appropriate shipping logs or order trackers with released orders. 

· Track orders per sales channel to meet or exceed our monthly sales goals. 

Skill Requirements

· Microsoft Excel proficiency: Can maintain a database and use basic Excel formulas.

· MRP/ERP order management experience.

· Experience with manufacturing or consumer product order management. Must have managed orders off inventory.

· Experience as a primary point person for clients’ customer service/order follow up.

· Excellent verbal and written communication skills and customer interaction etiquette. 

· Multi-tasking is a requirement. Must handle high volume calls and emails while managing a book of orders. Strong organizational abilities are a plus. 

· Medium to high-volume order management experience a must. 

· Self-starter and excels at trouble-shooting a multi-faceted, multi-site manufacturing company.

· Ability to work independently and in a team environment. 

Education: High school diploma. Associates or above is a plus. 

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