Order Management Specialist – End-to-End Fulfillment

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel KL is launching a Shared Services Centre and seeks an Order Management Executive to manage end-to-end customer orders, ensure validation and processing within SLAs, and maintain governance and customer satisfaction. You will coordinate with Sales, procurement, and other internal teams to ensure timely delivery of services.

The role requires meticulous attention to order details, strong communication, and experience with enterprise order systems.

Qualifications

• Diploma or Bachelor's Degree in Business, IT, Telecommunications, Engineering, or related discipline.
• Minimum 3 years of experience in order management, customer service, service delivery, telecommunications operations, or similar.
• Experience processing customer orders and coordinating with multiple stakeholders.
• Familiarity with enterprise order management systems (CRM, ESOM, NGNIS, CRS, EWS, QS) is an advantage.

Responsibilities

• Review incoming orders and supporting documents for completeness and compliance.
• Validate approvals and required documentation submitted by Sales and stakeholders.
• Create and manage orders in order management systems (CRM, ESOM, NGNIS, CRS, EWS, QS).
• Link order components (project, billing, circuit, services) correctly.
• Maintain customer records, orders, and CRDs; process amendments.
• Communicate with customers, acknowledge orders, and manage expectations.
• Coordinate with Sales, MPE, and DPE teams to ensure timely order creation.
• Monitor order logs, ensure SLA adherence, and prepare performance reports.
• Maintain documentation and ensure governance and audit readiness.
• Identify and escalate processing issues and contribute to continuous improvement.

Skills

Attention to detail

Analytical thinking

Communication

Stakeholder management

Multi-tasking

Microsoft Office

Education

Diploma/Bachelor's degree in related field

Tools

CRM

ESOM

NGNIS

CRS

EWS

QS

Job description

Singtel KL is launching a Shared Services Centre and seeks an Order Management Executive to manage end-to-end customer orders, ensure validation and processing within SLAs, and maintain governance and customer satisfaction. You will coordinate with Sales, procurement, and other internal teams to ensure timely delivery of services.

The role requires meticulous attention to order details, strong communication, and experience with enterprise order systems.