Claims Representative

Position Overview

Novelis is one of the world leaders in aluminum recycling and rolling and a leading sustainable aluminum solutions provider. Driven by our purpose of shaping a sustainable world together, we work alongside our customers to provide innovative solutions to the aerospace, automotive, beverage packaging and specialty markets. Headquartered in Atlanta, Georgia, Novelis has approximately 13,000 employees in 32 operating facilities on 4 continents.

Responsibilities & Qualifications

The Novelis North America (NNA) team is seeking a Claims Representative. The Claims Representative for the Automotive will handle the customer claims process and will be responsible for its reliability and timely performance. The incumbent is encouraged to provide timely responses on claim activity to our Customers and the Automotive Technical Service / Commercial Teams, as well as effectively handle credit / debit status, secondary sales and return material authorizations between Customers, Tollers and Novelis plants while minimizing costs to Novelis. The incumbent is also responsible for claim data reliability as it relates to effective weekly and monthly quality performance reporting.This position will report to the Technical Services Manager – NNA Automotive. It will have strong links to the NNA Automotive Commercial Team, including Customer Service, and provide key support functions for NNA Accounting, NNA Recycling, NNA Logistics, NNA Quality, NNA Operations and other NNA Value Streams.

 

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. Ensure compliance with negotiated contracts, purchase agreements and business requirements.
• 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. These goals are achieved by understanding customer requirements, the function of the Novelis organizational structure and relationships between the business groups, Novelis-contracted Tollers, and the Novelis manufacturing plants.
• 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.
• 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.

Minimum Qualifications

• 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
• Located in the eastern time zone and near a regional or international airport 

*Please note that we are unable to provide visa sponsorship for this position. Candidates must be legally authorized to work in the United States without the need for current or future sponsorship 

 

What We Offer:  

Novelis' benefits say a lot about how we care for each other. Our employees and their families have many different needs. As a result, our benefits offer choices on many levels and are high in quality, driven by the marketplace, and affordable. In addition to core benefits, we provide these unique to the industry benefits:  

• Family Growth Programs: Paid parental Leave, Adoption Assistance, Fertility Treatment, Childcare Discount and Nursing Mom Support  

• Employee Assistance Programs: free resources available 24/7 to you and your family in the areas of mental health, family life, and career and financial guidance  

• Wellness Programs: incentives for wellness activities, wellness spending account, programs for building healthy habits, virtual physical therapy for joint, back, and pelvic health, health management programs and more.  

• Diabetes Management Program 

• Pet insurance  

• Identity Theft Protection   

• PerkSpot Discount Program  

• Tuition assistance and career development programs   

 

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Location Profile

Novelis’ Novi office is located twenty-five miles northwest of the heart of the motor city. Its 100+ employees provide dedicated commercial sales technical support and recycling teams for Novelis’ growing automotive customer base. Novi is also the location of the company’s Customer Solution Center which accelerates innovation between Novelis and automakers for the next generation of vehicle design. As one of the fastest growing cities in Michigan Novi offers a host of destination shopping and specialty expos fine dining options and outdoor recreation activities. Our Novi team is a key sponsor to community events such as Habitat for Humanity and local schools with its FIRST Robotics team and STEM education programs.

 

Novelis recognizes its talented and diverse workforce as a key competitive advantage. Novelis provides equal employment opportunities to all employees and applicants. All terms and conditions of employment at Novelis including recruiting hiring placement promotion termination layoffs recalls transfers leaves of absence compensation and training are without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal provincial or local laws.

Disclaimer

We encourage all potential candidates to follow the protocols below and to be diligent when sharing any personal information:1. Check the job posting is live and valid via our careers page: Careers - Novelis2. Verify any communication with us by contacting our talent team at Careers - Novelis