Lead Order Management Specialist CASTROL

Entity: Finance Job Family Group: Business Support Group Job Description: Role Synopsis: The Lead Order Management Specialist (“OM”) role serve as a Subject Matter Expert (SME) of the team/organization, also the issue and point of customer’s and key internal contact point when placing orders for International, Domestic Marine and Energy products and services. The role includes helping to manage the customer relationship on behalf of International, Domestic Marine and Energy, and, also to ensure standardization of the Order-to-Cash (O2C) process across the teams and regions. The Lead OM is expected to ensure customer order is aligned with brand offer before order placement, and keep customer appraised of the delivery progress (i.e. changes to vessel ETA and nominated port, product shortages, out of hours incidents, price enquiries etc). Therefore, the role requires: deep understanding of customer service processes, and demonstration of customer service and ownership attitude; understanding of complexities in the shipping, marine and energy market, and its global supply network; and, strong order management knowledge and task resource for the organization. Key Accountabilities: Act as the center of expertise for KL Customer Operations across ERP systems, including SAP, Salesforce, JDE, ORCA, DCOHUB etc., as well as related processes and satellite system components through analysis, coaching and continuous support. Serve as the single point of contact and first level of issue for customers and internal stakecollaboratorsle supporting team motivation, capability development and stakcollaboratoragement. Represent Order Management in relevant forums and provide regular or ad-hoc reporting and analysis to support management decisions and strategic delivery. Manage complex working relationships between suppliers, customers and Sales Managers, acting as the primary customer contact and engaging professionally with purchasing teams, Chief Engineers, Sales Managers and Supply or Logistics teams globally, with strong communication skills and cultural awareness. Implement and oversee day-to-day customer service operations, including receiving and acknowledging customer enquiries and orders, ensuring all required information is captured, and validating that orders meet the GME Performance Unit offer or promise in line with compliance requirements such as ITR and credit limits. Proactively guide customers on suitable supply ports, challenge out-of-offer orders such as late-notice or small orders, optimize liftings for both the company and customer, and take corrective action for unforeseen issues including vessel ETA changes, product contamination, transport changes or product unavailability. Where required, advise customers on alternative port options and seek technical guidance before recommending substitute products. Provide regular feedback to Account Managers and Customer Service teams on technical and commercial issues raised by customers. Handle technical enquiries and resolve technical complaints within the role’s competency, ensuring that significant issues or complaints are raised to the Regional Technical Team where appropriate. Ensure all customer complaints are recorded accurately on the same day and drive timely closure of complaints (including investigation) across the teams and collaborators within seven working days from the date of complaint raised by the customer. This person is also accountable to ensure that customer receives the proper complaint response and investigation outcome latest within 10 working days from the date of complaint raised. Monitor Delivered Not Invoiced (DNI) performance for own portfolio and the wider team, including items pending with Order Managers and Sales, and drive timely follow-up to support resolution daily. Track IFOT performance for own portfolio and the team, to ensure that the IFOT reason codes are being updated correctly. For the ones link to technical issues, ensure that the tickets are raised and resolution is achieved within the same week. Drive stable benchmark performance across calls, cases and complaints, proactively identifying improvement opportunities and collaborating with the wider operations team to enhance service delivery. Lead onboarding activities for new joiners, including welcoming them to the team, coordinating access to required applications, shared drives and Teams sites, and delivering structured training before the knowledge transfer process begins. Act as the first point of contact in the absence of Team Leads and provide backup support to other Lead Order Managers within the KL Customer Service Team. Ensure invoice dispute cases are handled effectively and that required amendments or credit note requests are submitted within 48 hours from the date the issue is raised by the customer. Track all waivers, credit notes and invoice amendment requests to support root cause analysis and identify mitigation actions to improve control. Provide stand