Customer & Order Management Specialist - Strategic Accounts

Description

Customer & Order Management Specialist – Strategic Accounts

Position Description:

Lignetics seeks a motivated, energetic, self-starter with creativity, to maintain, cultivate, and support a network of retailers and distributors 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 – Strategic Sales as part of the Lignetics Sales organization. It is 100% Work from Home and applicants must be in the United States.

The Customer & Order Management Specialist – Strategic Accounts is a specialized member in the Customer Service & Order Management Team that works directly on the Grocery channel and other strategic channels. This position reports directly to the Sales Operations Manager of Strategic Accounts. While managing orders nationwide, he/she works closely with her manager to ensure orders are fulfilled in a timely and efficient manner, acts as a primary internal contact for strategic account sales reps, and assists with identifying production/dc demand for his/her orders. She or he also helps process and analyze data for key accounts as needed. She will also be an integral part of establishing new customers for EDI and setting up new products for existing strategic account customers. 

Order Management:

· Lead member on the key account team that oversees and ensures fulfillment, order management, and account setup and maintenance for all strategic account customers, in addition to assisting other team members when needed.

· Verify Electronic Data Interchange (EDI) order transmission on all orders.

· Helps Manager identify possible inventory and order deadline issues and takes corrective action when possible.

· Trains and maintains Logistics & Plant Operations Teams in compliance for strategic account orders. 

· Troubleshoot order fulfillment issues for strategic accounts with plants, CS Specialists, and customers. 

· Creates and maintains documentation for strategic customer requirements.

· Tracks and manages pricing, discounts, allowances for strategic accounts.

Account Management:

· Main point of contact for all key account order shipping and fulfillment. Responsible for updating outside sales team and client buying/purchasing teams on order status, shipment status, emergency loads, and anything related to order fulfillment. 

· Dispute non-compliance issues for Key customers and assist manager with implementing corrective procedures to mitigate non-compliance. 

· Creates EDI and product set up for new key account customers/products. 

· Provides the brand managers for BBQ and Catalyst additional support to understand and implement customer requirements when needed.

· Works directly with 3rd party manufacturers as needed to fulfill strategic account orders.

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. 

· Confirm Will Call/Customer Pickup or make initial shipping request with freight broker.

· 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.