Junior OMR Order Management RAP

Omya Asia Pacific Sdn. Bhd.; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Omya Asia Pacific Sdn. Bhd. is seeking a junior Dispute & Case Management professional to handle customer inquiries, record and classify cases, and liaise with internal teams to ensure timely resolution.

You will manage case lifecycle, escalate unresolved hand-offs, and maintain clear stakeholder communications to prevent delays. The role requires a university degree, strong English and local language proficiency, and experience in order management or customer service.

Qualifications

• Bachelor degree in Business Admin, Operations, Supply Chain, Engineering or related field.
• Experience in order management and customer service.
• Understanding of Order-to-Cash and cross-functional workflows.
• Strong communication and stakeholder management skills.

Responsibilities

• Receive and acknowledge customer inquiries and escalate high-priority requests.
• Create and classify cases with correct categories in the system.
• Ensure mandatory fields and documents are complete before routing.
• Route cases to Logistics, Quality, Supply Chain or others based on issue.
• Provide progress updates and supporting documents to stakeholders.
• Escalate ownership conflicts or unresolved hand-offs to Team Lead.

Skills

Customer service

Order management

Dispute management

Stakeholder coordination

Communication

Education

University degree in Business Administration / Operations Management / Supply Chain / Engineering

Tools

Case-management software

Job description

KEY ACCOUNTABILITIESCustomer Request Intake and Initial AssessmentReceive customer inquiries, complaints and dispute-related requests through the relevant communication channels and ensure that each request is acknowledged and recorded promptlyReview customer requests for completeness and obtain missing information, supporting documents or clarification from the customer or internal requestorValidate the nature of each request and determine whether it concerns a standard inquiry, non-standard inquiry, customer complaint, Accounts Receivable matter or another functional areaRecord the relevant customer, transaction, issue and supporting-document information accurately in the case-management systemEnsure that the customer receives an appropriate acknowledgement confirming that the request has been received and taken into handlingIdentify unclear, incomplete, sensitive or potentially high-priority requests and escalate them to the Team LeadCase Creation, Classification and AssignmentCreate customer cases and complaints in the designated case-management system using the correct customer and transaction informationSelect the appropriate case category, subcategory, request type and investigation category in accordance with the defined classification frameworkVerify that all mandatory fields, descriptions and supporting documents are complete before assigning or forwarding the caseRoute cases based on the nature of the issue and the applicable responsibility or assignment matrixMaintain clear ownership and status information throughout the case lifecycleStakeholder management and communicationCollaborate with customers, order management colleagues, order management specialists and the Team Lead to ensure timely and consistent case handlingCoordinate with Investigation Owners to obtain investigation outcomes and progress updatesRoute cases to Logistics, Quality, Supply Chain or other relevant functions based on the identified issue categoryProvide stakeholders with complete case information and supporting documentation to reduce delays and unnecessary reworkEscalate unclear ownership, conflicting information and unresolved hand-offs to the Team LeadJOB REQUIREMENTSEducationUniversity degree in Business Administration, Operations Management, Supply Chain, Engineering or related fieldExperience0-1 years of relevant working experience in an operational or function‑related positionExperience in order management & customer service experienceKnowledge and skillsBasic understanding of customer service and complaint-handling principlesBasic understanding of the Order-to-Cash process and its interaction with service lines, functions and customersAwareness of case classification, assignment, investigation, approval, resolution and closure workflowsAbility to recognize when a case requires escalation to a more experienced colleague or specialist ownerStrong communication, coordination and stakeholder management skillsOther requirementsProficient command of both oral and written English and additional local language(s) is an assetAbility to handle confidential customer and commercial data securelyPOSITION SCOPEReporting Line(s)Solid line(s) to: Team Lead Dispute & Case Management RAPDotted line(s) to:Number of direct reports:Number of dotted line reports:Performance MeasuresPerformance measures will be defined on team specific service obligationsWorking RelationshipsInternal contactsTeam Lead Dispute & Case Management RAPTeam Lead(s) Order ManagementTeam Lead(s) Dispute & Case ManagementTeam Lead(s) Billing & InvoicingTeam Lead(s) Credit & CollectionsProcess Experts RAPOther service lines & functions (depending on region)External contactsKey customers and external partners involved in order processing, dispute and claim resolution