Senior Order Management Representative OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines)

KEY ACCOUNTABILITIES

End-to-end order processing

• Receive, validate and process customer orders across all channels and order types
• Create SAP quotations, verify prices and conditions (T&Cs), and create sales orders, ensuring completeness and accuracy of all mandatory fields
• Perform available-to-promise / inventory checks, coordinate revised delivery schedules with customers, plants and inventory managers, and manage order confirmations
• Own and resolve complex and non-standard cases: manual order releases, credit-block and proforma scenarios, detour orders, urgent/expedited orders and high-value or sensitive customer situations
• Handle complex order changes, cancellations and returns end-to-end, ensuring correct SAP updates and customer communication
• Proactively follow up on delays and keep customers informed of status and revised schedules
• Perform month-end open-item identification and closure in coordination with service lines, functions and customers

Informal coaching & knowledge sharing

• Act as the go-to point of reference for OMRs on complex process questions and system usage
• Provide informal, on-the-job coaching, guidance and support to build team capability, without formal supervisory or performance-management responsibility
• Support onboarding and knowledge transfer, and contribute to work-instruction updates and continuous improvement initiatives

Continuous improvement

• Identify recurring order issues, exceptions and process pain points from daily operations, and propose practical solutions to the Team Lead and Process Management O2C
• Contribute to the standardization, simplification and automation of order management activities
• Support the creation and update of work instructions, SOPs and process documentation to reflect the latest ways of working in alignment with O2C process experts
• Promote best-practice sharing within the team to drive consistency across OSM, OMN and OPP

Stakeholder management and communication

• Build and maintain strong working relationships with customers, acting as a trusted contact for complex orders and sensitive situations
• Coordinate closely with service lines, functions and customers
• Collaborate with Master Data Governance to ensure accurate customer and material data underpinning order processing
• Support the Team Lead by providing operational status updates, escalating risks early, and representing the team in cross-functional operational discussions where required

JOB REQUIREMENTS

Education

University degree in Business Administration, Operations Management, Supply Chain, Engineering or related field

Experience

• Minimum 3+ years of relevant working experience in an operational or function‑related position
• Experience in order management & customer service experience
• Proven track record independently handling complex orders, exceptions and disputes end-to-end

Knowledge and skills

• Strong knowledge of end-to-end order management workflows
• Deep understanding of O2C workflows including order intake, order entry, order fulfillment coordination, dispute handling and case resolution
• Proficiency in SAP, Salesforce and related O2C/ticketing tools
• High accuracy in order documentation, pricing and master data
• Strong communication, coordination and stakeholder management skills
• Strong cross‑functional collaboration
• Strong analytical, problem‑solving and decision‑making capabilities
• Knowledge of compliance requirements for order processing, customer data handling and dispute resolution

Other requirements

• Proficient command of both oral and written English and additional local language(s) is an asset
• Knowledge of compliance requirements for order management, customer data handling, dispute and claims management
• Ability to handle confidential customer and commercial data securely
• Experience in Key Performance Indicator (KPI) monitoring, operational performance tracking, and audit preparation

POSITION SCOPE

Reporting Line(s)

Solid line(s) to: Team Lead OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines)

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
• Manager OMN Order Management RAP
• Head of Process Management O2C
• Team Lead(s) Order Management
• Team Lead(s) Dispute & Case Management
• Team Lead(s) Billing & Invoicing
• Team Lead(s) Credit & Collections
• Process Experts RAP
• Dispute & Case Management
• Other service lines & functions (depending on region)
• External contacts
• Key customers and external partners involved in order processing, dispute and claim resolution