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

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 complex and non-standard cases: manual order releases, credit-block and proforma scenarios, detour orders, urgent/expedited orders and high-value or sensitive customer situations
- Handle complex 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

Informal coaching & knowledge sharing

- Act as the go-to point of reference for OMRs on complex process questions and system usage
- Provide informal, on-the-job coaching, guidance and support to build team capability, without formal supervisory or performance-management responsibility
- Support onboarding and knowledge transfer, and contribute to work-instruction updates and continuous improvement initiatives

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

- Minimum 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 fulfillment 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
- Manager 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