Senior Order Management Representative

POSITION SUMMARY

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.

KEY ACCOUNTABILITES

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 OMR

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