Junior Order Management & Dispute Specialist

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

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.