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 Omya is a leading global producer of industrial minerals and a worldwide distributor of specialty materials. Our company was founded 140 years ago and remains a privately-owned, independent company headquartered in Switzerland but with offices and plants in more than 50 countries. When you join Omya, you become part of a global team that uses its creativity, expertise and experience to make a difference to people's lives. Thinking of Tomorrow means focusing on the challenges of the future and how we can develop mineral products to solve them. This is a collaborative environment where people work towards common goals, with a common purpose Our purpose, combined with our values of modesty, courtesy, integrity and perseverance, is the foundation of our business. Our values are relevant to our lives, not just our work. All Omya employees, partners and suppliers are bound by a Code of Conduct which reflects our values and guides our behavior.

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