Junior OMR Order Management RAP
Omya · Kuala Lumpur
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