Order Management Specialist – National Accounts
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 Apply tot his job