Team Lead Order Management

About the CompanyOmya Group is a worldwide distributor of specialty materials and a leading global producer of essential minerals.Our combined businesses, Omya Specialty Materials and Omya Performance Polymer Distribution, are ranked 3rd in Europe and 7th globally in the 2025 ICIS top 100 chemical distributors listing.We are looking for a person to join our team in Bucharest in the role of Team Lead Order Management - English required, any other EU languages, represent an advantage.About the RoleThe Team Lead Order Management supervises the day-to-day operational delivery of end-to-end Order Management activities for the business unit within the Order-2-Cash (O2C) process. The role leads a team of Senior OMRs (order management representatives) and OMRs, ensuring accurate, timely and compliant execution of order intake, order creation, order monitoring, changes, returns, credit/debit note handling and related activities. The role combines hands-on operational involvement with first-level people leadership. Team lead allocates and balances workload, acts as the first point of escalation for complex or sensitive customer issues, monitors team performance against SLAs and KPIs, and ensures adherence to global standards, work instructions and internal controls. The Team Lead reports directly to the relevant Manager Order Management and works closely with the service lines, functions and customers.

Responsibilities

Operational team leadership for Order ManagementSupervise the daily execution of end-to-end Order Management activities (order receipt, validation, sales order creation, confirmations, monitoring, changes, return requests, detours requests, credit/debit note requests) for the business unitSupervise proper handover of customer inquiries and complaintsAllocate and balance daily workload across Senior OMRs and OMRs to ensure service continuityTranslate the Business Unit Order Management’s targets, SLAs and KPIs into clear daily and weekly priorities for the teamRun and review daily open-order and monitor dashboard reports to ensure orders are processed and delivered on timeAct as the primary escalation point for complex order issues, customer disputes, claims and order management topics requiring management interventionEnsure timely, transparent communication with customers regarding delays, revised schedules and issue statusEnsure seamless process execution through close coordination with service lines, functions and customersQuality, compliance and controlsEnsure consistent application of global Order Management work instructions, approval matrices and internal controls within the teamMonitor order accuracy, documentation quality and master data correctness, initiating corrective actions where neededSupport audit readiness and adherence to O2C-specific compliance requirementsDrive compliance with O2C‑specific requirements including customer master data accuracy, order documentation, and dispute governanceIdentify process deviations, operational risks and improvement opportunities and escalate or address them appropriatelyPerformance monitoring and continuous improvementTrack team performance against KPIs, SLAs and quality metrics and provide regular reporting to the Order Management Business Unit ManagerIdentify recurring issues and process pain points, and propose standardization, automation and improvement opportunitiesSupport the implementation of process enhancements, automation initiatives, workflow solutions and digital tools within the operational organizationLead continuous improvement initiatives focused on order accuracy, processing efficiency, dispute resolution effectiveness, automation and customer experienceTeam leadership and people developmentCoach, support and develop team members; lead onboarding, training and knowledge transferDrive performance management, succession planning, talent development and capability building across the operational teamsFoster a culture of collaboration, ownership, continuous improvement and customer orientation aligned with Omya’s valuesStakeholder management and communicationCollaborate closely with the Order Management Business Unit Manager to ensure alignment between operational execution and regional objectivesEngage with key stakeholders across service lines, functions and customersCommunicate operational performance, service risks, capacity constraints and improvement initiatives in a transparent and timely mannerSupport customer and stakeholder escalations through effective issue resolution and cross-functional coordinationQualificationsExperience : Minimum 4–6 years of relevant working experience in an operational or function‑related positionRequired SkillsExperience in leading teams and managing complex, operational environmentsExtensive experience in end‑to‑end Order-2-Cash processes including Order Management, customer dispute and case management, and related internal control systemsOther Requirements Proficient command of both oral and written English and additional local language(s) is an assetKnowledge of compliance requirements for order management, customer data handling, dispute and claims managementAbility to handle confidential customer and commercial data securelyExperience in Key Performance Indicator (KPI) monitoring, operational performance tracking, and audit preparation