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Customer & Order Management Specialist

June 6, 2026

Description** Fully Remote Position **$18.00 - $24.00 / hr depending on experience Customer & Order Management Specialist – Strategic Accounts Lignetics seeks a motivated, energetic, self-starter with creativity, to maintain, cultivate, and support a network of retailers and distributors 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-nine facilities nationwide. This position reports to the Sales Operations Supervisor – Strategic Accounts as part of the Lignetics Sales organization. It is 100% Work from Home and applicants must be in the United States. The Customer & Order Management Specialist – Strategic Accounts is a specialized member in the Customer Service & Order Management Team that works directly on the Grocery channel and other strategic channels. This position reports directly to the Sales Operations Supervisor of Strategic Accounts. While managing orders nationwide, this individual works closely with their manager to ensure orders are fulfilled in a timely and efficient manner, acts as a primary internal contact for strategic account sales reps, and assists with identifying production/dc demand for their orders. The Customer and Order Management Specialist will also assist in processing and analyzing data for key accounts as needed, and are an integral part of establishing new customers for EDI and setting up new products for existing strategic account customers. Order Management:· Lead member on the key account team that oversees and ensures fulfillment, order management, and account setup and maintenance for all strategic account customers, in addition to assisting other team members when needed.· Verify Electronic Data Interchange (EDI) order transmission on all orders.· Helps Manager identify possible inventory and order deadline issues and takes corrective action when possible.· Trains and maintains Logistics & Plant Operations Teams in compliance for strategic account orders. · Troubleshoot order fulfillment issues for strategic accounts with plants, CS Specialists, and customers. · Creates and maintains documentation for strategic customer requirements.· Tracks and manages pricing, discounts, allowances for strategic accounts. Account Management:· Main point of contact for all key account order shipping and fulfillment. Responsible for updating outside sales team and client buying/purchasing teams on order status, shipment status, emergency loads, and anything related to order fulfillment. · Dispute non-compliance issues for Key customers and assist manager with implementing corrective procedures to mitigate non-compliance. · Creates EDI and product set up for new key account customers/products. · Provides the brand managers for BBQ and Catalyst additional support to understand and implement customer requirements when needed.· Works directly with 3rd party manufacturers as needed to fulfill strategic account orders. 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. · Confirm Will Call/Customer Pickup or make initial shipping request with freight broker.· Track orders per sales channel to meet or exceed our monthly sales goals. Requirements 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. Pay: $18.00-$24.00 / hr depending on experience #IDCorporate

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...