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

Job Title: Senior Order Management Representative OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines) Company: Omya SAP Module: SAP SD Roles & Responsibilities: The Senior Order Management Representative (OMR) independently executes the full range of end-to-end Order Management activities within the Order-2-Cash (O2C) process for the business unit, with particular ownership of the most complex, non-standard, high-value and exception-driven cases. The role reports directly to the specific Team Lead Order Management. As the most experienced operational member of the team, the Senior OMR acts as a subject-matter reference and provides informal coaching, guidance and day-to-day support to OMRs, helping resolve difficult queries and strengthening overall team capability. The role remains fully hands-on in daily order processing while ensuring accuracy, timeliness, compliance and a high standard of service. * 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 * 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 * 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 * 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 Solid line(s) to: Team Lead OMN RAP Cluster 3 (Australia, New Zealand, Indonesia, Philippines) * 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 Work Location: Greater Kuala Lumpur Availability: Full time

JOB REQUIREMENTS Education Experience * 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 Key Skills: Order Management, Pricing, Sales Orders, Billing Salary: Not disclosed