Claims Representative

Responsibilities

• Champion and lead the coordination of the claims resolution process between Auto Customers and Novelis, specifically with Specialties Technical and Commercial, Novelis contracted tollers, Novelis plants, and NNA Accounting.
• Maintain the prompt and effective performance of the claim process using EtQ and SAP, and includes development of strategies, objectives and project plans to ensure that claims resolution delivers business value through strategic fit and standard methodologies within the requirements of the Customer – Novelis contract agreements or purchase orders.
• Provide prompt, timely responses to all customer requests and inquiries.
• Investigate product’s process history, communicate, and negotiate with Novelis customers.
• Complete assignments of credit/debit responsibilities, management of Return Metal Authorizations between Customers, Tollers and Novelis manufacturing facilities, data entry and final documentation.
• Ensure timely entry of claims into EtQ and SAP with assignment to the proper Technical Service team member based on customer account coverage.
• Provide timely resolution time of Quick Claims, including customer credits, within one week of receipt.
• Participate in, and maintain minutes / reporting of, weekly Voice of Customer (VOC) conference calls with the manufacturing plants.
• Run and maintain weekly / monthly reports reflecting claim status and quality performance based on claim data. Identify and communicate performance issues to Technical Services and Plant Quality Leads.
• Support Focused 5 Customer Centricity Reporting through weekly and monthly quality data and reports.
• Lead and facilitate Secondary Sales and Return/Recycle options for claimed material to offset losses to the business; process RMA’s and related invoices promptly and maintain reporting to track transactions.
• Develop and maintain weekly report for tracking Return Metal Authorizations from Customer and Tollers to Novelis plants and Secondary Buyers.
• Career Development: Coordinate with Technical Representatives and NNA Tolling Team to handle all toll-responsible claims and help facilitate chargebacks.
• Promote and support continuous improvement in which business and technical processes are regularly evaluated and improved to meet business portfolio needs. Find opportunities for new processes and recommend solutions in a proactive manner.

Requirements

• Bachelor’s Degree
• 2-5+ years customer service experience. Business to business experience preferred. Manufacturing/chemical experience a plus.
• Good organizational, interpersonal and communication skills.
• Digital literacy (SAP, MS Office, MS Excel, MS Access, etc.). ERP experience: SAP experience preferred.
• Proven ability to effectively handle stressful or conflict situations/interactions with internal and external customers.
• Ability to manage time with minimal direction and to balance multiple projects.
• Comfortable with about 20% travel

Qualifications

• None specified

Skills

• Customer Service
• Claims Management
• Technical Coordination
• Process Improvement
• Communication
• Time Management

Benefits

Novelis offers a comprehensive benefits package including:

• Core benefits
• Unique industry benefits such as Family Growth Programs, Employee Assistance Programs, Wellness Programs, Diabetes Management Program, Pet insurance, Identity Theft Protection, PerkSpot Discount Program, and Tuition assistance
• Community involvement through sponsorship of events like Habitat for Humanity and FIRST Robotics team participation
• Equal Employment Opportunity policy