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Open nowPosted 6 days ago

Order Management Representative OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines)

omya99 open roles

Where
Kuala Lumpur
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Your applicationOpen nowOrder Management Representative OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines)omya · 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. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 6 days ago

omya median: 11 days open

The posting

KEY ACCOUNTABILITIES

End-to-end order processing

  • Receive, validate and process customer orders across all channels and order types
  • Create SAP quotations, verify prices and conditions (T&Cs), and create sales orders, ensuring completeness and accuracy of all mandatory fields
  • Perform available-to-promise / inventory checks, coordinate revised delivery schedules with customers, plants and inventory managers, and manage order confirmations
  • Own and resolve customer cases: manual order releases, credit-block and proforma scenarios, detour orders, urgent/expedited orders and high-value or sensitive customer situations
  • Handle order changes, cancellations and returns end-to-end, ensuring correct SAP updates and customer communication
  • Proactively follow up on delays and keep customers informed of status and revised schedules
  • Perform month-end open-item identification and closure in coordination with service lines, functions and customers

Continuous improvement

  • Identify recurring order issues, exceptions and process pain points from daily operations, and propose practical solutions to the Team Lead and Process Management O2C
  • Contribute to the standardization, simplification and automation of order management activities
  • Support the creation and update of work instructions, SOPs and process documentation to reflect the latest ways of working in alignment with O2C process experts
  • Promote best-practice sharing within the team to drive consistency across OSM, OMN and OPP

Stakeholder management and communication

  • Build and maintain strong working relationships with customers, acting as a trusted contact for complex orders and sensitive situations
  • Coordinate closely with service lines, functions and customers
  • Collaborate with Master Data Governance to ensure accurate customer and material data underpinning order processing
  • Support the Team Lead by providing operational status updates, escalating risks early, and representing the team in cross-functional operational discussions where required

JOB REQUIREMENTS

Education

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

Experience

  • 1-3 years of relevant working experience in an operational or function‑related position
  • Experience in order management & customer service experience
  • Proven track record independently handling complex orders, exceptions and disputes end-to-end

Knowledge and skills

  • Strong knowledge of end-to-end order management workflows
  • Deep understanding of O2C workflows including order intake, order entry, order fulfilment coordination, dispute handling and case resolution
  • Proficiency in SAP, Salesforce and related O2C/ticketing tools
  • High accuracy in order documentation, pricing and master data
  • Strong communication, coordination and stakeholder management skills
  • Strong cross‑functional collaboration
  • Strong analytical, problem‑solving and decision‑making capabilities
  • Knowledge of compliance requirements for order processing, customer data handling and dispute resolution

Other requirements

  • Proficient command of both oral and written English and additional local language(s) is an asset
  • Knowledge of compliance requirements for order management, customer data handling, dispute and claims management
  • Ability to handle confidential customer and commercial data securely
  • Experience in Key Performance Indicator (KPI) monitoring, operational performance tracking, and audit preparation

POSITION SCOPE

Reporting Line(s)

Solid line(s) to: Team Lead OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines)

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
  • OMN Order Management RAP
  • Head of Process Management O2C
  • Team Lead(s) Order Management
  • Team Lead(s) Dispute & Case Management
  • Team Lead(s) Billing & Invoicing
  • Team Lead(s) Credit & Collections
  • Process Experts RAP
  • Dispute & Case Management
  • 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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