Junior OMR Order Management RAP

Location: Kuala Lumpur

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