Junior OMR Order Management RAP

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) 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