Junior OMR Order Management RAP

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

Responsibilities

• 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
• 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

Requirements

• 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
• Ability to recognize when a case requires escalation to a more experienced colleague or specialist owner
• Strong communication, coordination and stakeholder management skills
• Proficient command of both oral and written
• English and additional local language(s) is an asset

Working

Relationships Internal contacts Team Lead Dispute & Case Management RAP Team Lead(s) Order Management 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