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