Customer & Order Management Specialist
Lignetics seeks a motivated, energetic, self-starter with creativity, to maintain, cultivate, and support a network of specialty and independent retailers throughout the Eastern 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 Supervisor as part of the Lignetics Sales organization. It is 100% Work from Home and applicants must be able to work standard business hours (Monday – Friday 8:00am – 4:00pm Eastern Time)
Major Areas of Responsibility Include:
Order Entry & Fulfillment
· Manage a book of orders for specialty and independent retail accounts and maintain the transaction activity needed 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.
· Learn and follow all customer specific requirements for all accounts. Correctly inform Plant Operations of requirements and act as the process expert for the plants.
· Work directly with carriers to schedule truckloads. Schedule loads to optimize sales goals while working within plant shipping capacities. Escalate logistics issues with supervisor 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 supervisor 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 the daily production reports and release orders according to the 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.