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internal requestor \nValidate 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 \nRecord the relevant customer, transaction, issue and supporting-document information accurately in the case-management system \nEnsure that the customer receives an appropriate acknowledgement confirming that the request has been received and taken into handling \nIdentify unclear, incomplete, sensitive or potentially high-priority requests and escalate them to the Team Lead \nCase Creation, Classification and Assignment \nCreate customer cases and complaints in the designated case-management system using the correct customer and transaction information \nSelect the appropriate case category, subcategory, request type and investigation category in accordance with the defined classification framework \nVerify that all mandatory fields, descriptions and supporting documents are complete before assigning or forwarding the case \nRoute cases based on the nature of the issue and the applicable responsibility or assignment matrix \nMaintain clear ownership and status information throughout the case lifecycle \nStakeholder management and communication \nCollaborate with customers, order management colleagues, order management specialists and the Team Lead to ensure timely and consistent case handling \nCoordinate with Investigation Owners to obtain investigation outcomes and progress updates \nRoute cases to Logistics, Quality, Supply Chain or other relevant functions based on the identified issue category \nProvide stakeholders with complete case information and supporting documentation to reduce delays and unnecessary rework \nEscalate unclear ownership, conflicting information and unresolved hand-offs to the Team Lead \nJOB REQUIREMENTS \nEducation \nUniversity degree in Business Administration, Operations Management, Supply Chain, Engineering or related field\nExperience \n0-1 years of relevant working experience in an operational or function-related position \nExperience in order management & customer service experience\nKnowledge and skills \nBasic understanding of customer service and complaint-handling principles \nBasic understanding of the Order-to-Cash process and its interaction with service lines, functions and customers \nAwareness of case classification, assignment, investigation, approval, resolution and closure workflows \nAbility to recognize when a case requires escalation to a more experienced colleague or specialist owner \nStrong communication, coordination and stakeholder management skills \nOther requirements \nProficient command of both oral and written English and additional local language(s) is an asset \nAbility to handle confidential customer and commercial data securely \nPOSITION SCOPE\nReporting Line(s)\nSolid line(s) to: Team Lead Dispute & Case Management RAP\nDotted line(s) to:\nNumber of direct reports:\nNumber of dotted line reports:\nPerformance Measures\n\nPerformance measures will be defined on team specific service obligations\nWorking Relationships\nInternal contacts\nTeam Lead Dispute & Case Management RAP\nTeam Lead(s) Order Management\nTeam Lead(s) Dispute & Case Management\nTeam Lead(s) Billing & Invoicing\nTeam Lead(s) Credit & Collections\nProcess Experts RAP\nOther service lines & functions (depending on region)\nExternal contacts\nKey customers and external partners involved in order processing, dispute and claim resolution","description_format":"text","description_chars":3866,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All 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