Job Type

Full-time

Description

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.

#ID23

Salary Description

$17-$23/hr.