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Open nowPosted 7 days ago

Junior OMR Order Management RAP

omya100 open roles

Where
Kuala Lumpur
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Your applicationOpen nowJunior OMR Order Management RAPomya · Kuala Lumpur

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. omya postings stay open a median of 11 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 7 days ago

omya median: 11 days open

The posting

KEY ACCOUNTABILITIES

Customer Request Intake and Initial Assessment

  • Receive customer inquiries, complaints and dispute-related requests through the relevant communication channels and ensure that each request is acknowledged and recorded promptly
  • Review customer requests for completeness and obtain missing information, supporting documents or clarification from the customer or internal requestor
  • Validate the nature of each request and determine whether it concerns a standard inquiry, non-standard inquiry, customer complaint, Accounts Receivable matter or another functional area
  • Record the relevant customer, transaction, issue and supporting-document information accurately in the case-management system
  • Ensure that the customer receives an appropriate acknowledgement confirming that the request has been received and taken into handling
  • Identify unclear, incomplete, sensitive or potentially high-priority requests and escalate them to the Team Lead

Case Creation, Classification and Assignment

  • Create customer cases and complaints in the designated case-management system using the correct customer and transaction information
  • Select the appropriate case category, subcategory, request type and investigation category in accordance with the defined classification framework
  • Verify that all mandatory fields, descriptions and supporting documents are complete before assigning or forwarding the case
  • Route cases based on the nature of the issue and the applicable responsibility or assignment matrix
  • Maintain clear ownership and status information throughout the case lifecycle

Stakeholder management and communication

  • Collaborate with customers, order management colleagues, order management specialists and the Team Lead to ensure timely and consistent case handling
  • Coordinate with Investigation Owners to obtain investigation outcomes and progress updates
  • Route cases to Logistics, Quality, Supply Chain or other relevant functions based on the identified issue category
  • Provide stakeholders with complete case information and supporting documentation to reduce delays and unnecessary rework
  • Escalate unclear ownership, conflicting information and unresolved hand-offs to the Team Lead

JOB REQUIREMENTS

Education

University degree in Business Administration, Operations Management, Supply Chain, Engineering or related field

Experience

  • 0-1 years of relevant working experience in an operational or function‑related position
  • Experience in order management & customer service experience

Knowledge and skills

  • Basic understanding of customer service and complaint-handling principles
  • Basic understanding of the Order-to-Cash process and its interaction with service lines, functions and customers
  • Awareness of case classification, assignment, investigation, approval, resolution and closure workflows
  • Ability to recognize when a case requires escalation to a more experienced colleague or specialist owner
  • Strong communication, coordination and stakeholder management skills

Other requirements

  • Proficient command of both oral and written English and additional local language(s) is an asset
  • Ability to handle confidential customer and commercial data securely

POSITION SCOPE

Reporting Line(s)

Solid line(s) to: Team Lead Dispute & Case Management RAP

Dotted line(s) to:

Number of direct reports:

Number of dotted line reports:

Performance Measures

Performance measures will be defined on team specific service obligations

Working Relationships

  • Internal contacts
  • Team Lead Dispute & Case Management RAP
  • Team Lead(s) Order Management
  • Team Lead(s) Dispute & Case Management
  • Team Lead(s) Billing & Invoicing
  • Team Lead(s) Credit & Collections
  • Process Experts RAP
  • Other service lines & functions (depending on region)
  • External contacts
  • Key customers and external partners involved in order processing, dispute and claim resolution
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