Customer & Order Management Specialist - Western USA

Customer & Order Management Specialist - Western U.S. Specialty Sales
Location: Work from Home - Must reside in the Western US (WA, OR, CA, ID, NV, MT, WY, UT, AZ, NM, CO, ND, SD, NE, KS, OK, TX)

Range: $18.00 - $24.00 / hr depending on experience
Reports To: Sales Operations Manager - Specialty Sales
Department: Sales Operations / Specialty Sales

At Lignetics, we're expanding sustainable possibilities through our renewable wood fuel and consumer products. Our Specialty Sales team supports independent retailers and regional chains across the Western part of the US, delivering reliable service, consistent product availability, and trusted local partnerships.

The Customer & Order Management Specialist - Western Specialty Sales serves as the primary operational and service contact for a portfolio of independent and regional specialty accounts throughout the Western part of the United States, supporting our Heating and Animal Bedding categories. This role works closely with store owners, managers, sales representatives, logistics, plant operations, and internal support teams to ensure accurate order execution, responsive communication, and long-term customer loyalty.

This position is based in a home office environment and requires residence within the Western region to support time zone alignment, seasonal demand responsiveness, and regional customer relationships.

Key Responsibilities

Order Management & Fulfillment

• Manage the full order lifecycle for assigned specialty and regional accounts - from order entry through delivery and invoicing.
• Monitor inventory availability, production schedules, and lead times to ensure reliable fulfillment.
• Coordinate closely with plants, carriers, and internal logistics teams to support on-time delivery.
• Proactively manage order flow in high-demand, supply-constrained conditions through disciplined allocation and prioritization.
• Support primarily Heating products, with limited Large Animal items, balancing customer demand with production capacity and seasonal inventory constraints.
• Maintain accurate customer requirements, pricing, and freight terms to support allocation plans and manufacturing schedules.
• Adapt quickly to new SKUs, packaging changes, and customer-specific requirements.

Customer Service & Relationship Management

• Serve as the primary day-to-day contact for independent retailers and regional chain partners.
• Build strong, trusted relationships with store owners, managers, and buying teams.
• Respond promptly to inquiries related to orders, availability, deliveries, invoices, and promotions.
• Provide proactive updates during supply constraints, weather disruptions, or peak-season demand.
• Support customers with forecasting, preseason planning, and replenishment needs.
• Resolve service issues and delivery concerns with a customer-first, solution-oriented mindset.
• Partner with field sales representatives to support account growth and retention.

Coordination & Problem Solving

• Collaborate with Sales, Supply Chain, Transportation, and Plant Operations to align customer needs with production capacity.
• Identify recurring service, logistics, or demand issues and recommend process improvements.
• Track customer feedback and service trends to support continuous improvement.
• Assist with seasonal programs, preseason booking, promotions, and retailer resets.
• Support special projects related to territory growth, customer onboarding, and service enhancements.

Requirements

What You'll Bring

• 2+ years' experience in customer service, order management, sales support, logistics, or related role (specialty retail or distributor experience preferred).
• Must reside in the Western U.S. (WA, OR, CA, ID, NV, MT, WY, UT, AZ, NM, CO, ND, SD, NE, KS, OK, TX)
• Strong relationship-building skills and comfort working directly with small business owners and regional partners.
• Highly organized, detail-oriented, and able to manage a large portfolio of accounts.
• Comfortable working in a fast-paced, highly seasonal business environment.
• Proficient in Excel; experience with ERP systems (Sage, SAP, Microsoft Dynamics, Oracle, NetSuite, etc.) preferred.
• Solutions-oriented mindset with strong problem-solving abilities.
• Clear, professional written and verbal communication skills.
• Ability to balance customer advocacy with operational and capacity realities.
• Willingness to support extended hours or peak workload during heating season and promotional periods.

Education: High school diploma. Associates or above is a plus.


What you get:

• Base salary in the $18.00 - $24.00 /hr range
• Flexible remote work
• Casual work attire and environment
• 2 weeks of vacation from day one, seven holidays and two floating holidays
• A full array of health benefits to include medical, dental, vision, HSA and FSA as well as life insurance and both short and long term disability insurance plus an employee assistance program
• A 401k plan with a 100% match up to 5% of employee contributions with 100% immediate vesting
• Our Culture is one of inclusivity and opportunity where every voice matters - we religiously practice our Values of Safety, Integrity, Accountability, Adaptability, Respect, and Teamwork.
• We are scaling rapidly and there is abundant opportunity to grow for high performing go getters who want to "own their job" and make an impact in a company that cares about planet Earth.

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