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 customer cases: manual order releases, credit-block and proforma scenarios, detour orders, urgent/expedited orders and high-value or sensitive customer situations 

• Handle 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 

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 

• 1-3 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 fulfilment 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
• 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