Order Management Specialist – National Accounts

Description Location: Work from Home Reports To: Sales Operations Manager – National Accounts Department: Sales Operations / National Accounts At Lignetics, we’re expanding sustainable possibilities through our renewable wood fuel and consumer products. Our National Accounts Order Management Team plays a critical role in ensuring our Big Box partners receive exceptional service, seamless order execution, and reliable product availability. The Order Management Specialist – National Accounts is the primary operational contact for a defined group of key retail accounts. This role partners closely with Sales, Supply Chain, Transportation, Plant Operations, and EDI/IT to ensure orders are processed accurately, fulfilled efficiently, and supported with clear, proactive communication. This position requires strong attention to detail, problem-solving, and the ability to build collaborative relationships both internally and externally.

Key Responsibilities

Order Execution & Fulfillment

• Manage the full order lifecycle for assigned National Accounts — from PO entry to delivery confirmation.
• Monitor product availability, order deadlines, and shipping schedules to prevent or resolve fulfillment issues.
• Collaborate daily with manufacturing plants, logistics carriers, and customer supply teams to support timely delivery.
• Prioritize orders based on allocation plans and plant capacity to align customer demand with supply availability.
• Manage order flow across multiple product categories (Heating, Cooking, Large Animal, and Small Animal), each with distinct seasonality, packaging formats, and logistics requirements.
• Quickly learn and adapt to new SKUs, product transitions, production changes, and customer-specific item setups.
• Coordinate with Marketing, Supply Chain, and Plant Operations to ensure item setup accuracy, production feasibility, and alignment between assortment plans and available capacity.

Customer Communication & Relationship Support

• Serve as the main day-to-day operational contact for customer logistics, supply chain, and replenishment teams.
• Address order-related inquiries, shipment updates, reschedules, order changes, urgent requests, and escalations.
• Identify recurring customer compliance or logistics issues; track trends and support corrective actions.
• Partner with EDI and Sales leadership to dispute or resolve compliance chargebacks and reduce future risk.

What You'll Bring

• 2+ years of experience in order management, supply chain operations, customer service, logistics, or similar role (Big Box retailer/vendor experience is highly valued).
• Ability to build strong working relationships across internal teams and with external customer partners.
• Comfortable in a fast-moving environment with shifting priorities and peak-season volume variation.
• Proficient in Excel; familiarity with ERP systems (Sage, SAP, Microsoft Dynamics, Oracle, NetSuite, etc.) preferred.
• Analytical mindset — able to recognize patterns, identify root causes, and recommend solutions.
• Clear, concise communicator — written and verbal.
• Ability to work across a broad SKU portfolio with varying case weights, pack configurations, and replenishment patterns.
• Comfort managing high-season volume variability and adjusting priorities based on demand surges (winter heating peaks, retailer resets, etc.).

Why Join Us

• Opportunity to support major national retail partners and directly influence customer service performance.
• A collaborative, supportive environment with room to grow into senior account support, analytics, supply chain planning, or people leadership.
• Be part of a mission-driven company advancing renewable, sustainable consumer products.

Order Management Specialist Benefits:

• Quarterly Bonus Eligibility
• Employee referral bonus program
• PTO + 2 floating holidays
• Medical, Dental, and Vision Insurance (FSA & HSA options)
• Educational assistance
• Life insurance, short term & long-term disability
• 401(k) with employer match & immediate vesting
• Employee heating pellet program
• Lignetics SWAG

Pay: $17.00-$23.00 DOE Job Type: Full-time Remote: Remote work allowed #IDCorporate Apply tot his job Apply To this Job