Junior OMR Order Management RAP

Omya; Kuala Lumpur; On-site; MYR 61,000 - 106,000; Full time

Job summary

Omya is seeking a Junior Order Management Representative to support dispute and case management within the Order-to-Cash process. You will handle customer inquiries, validate requests and create cases in the system, while coordinating with various teams to ensure timely resolutions.

You will monitor case progress, collect missing information, and maintain complete documentation, helping to route cases to the appropriate resolution owner and escalate as needed.

Qualifications

• 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.

Responsibilities

• 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
• 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
• Create customer cases and complaints in the designated case-management system using the correct customer and transaction information
• 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
• 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

Skills

Communication skills

Stakeholder management

Coordination

Customer service

Attention to detail

Education

University degree in Business Administration or related field

Job description

The Junior Order Management Representative (OMR) supports the effective handling of customer inquiries, complaints and disputes within the Order-to-Cash process. The role focuses on Dispute & Case Management activities; receives customer requests, validates and categorizes cases, creates and maintains cases or tickets in the relevant system, collects missing information and routes cases to the appropriate resolution owner. The Junior OMR monitors cases throughout the resolution process, coordinates required follow-ups, maintains complete and accurate case documentation, communicates progress and resolution information, and supports case closure or reassignment.

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) 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