Junior OMR Order Management RAP

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