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