About the position
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.
Responsibilities
• 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.
• 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.
Requirements
• 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.).
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