Account Management Specialist

Novelis North America HQ•Atlanta, GA

2d•Hybrid

About The Position

Novelis North America is looking for an Account Management Specialist. This role is responsible for maintaining customer account demand information, processing customer orders, and ensuring customer service expectations are met or exceeded. The specialist will communicate order status, advise sales and supply assurance on issues, and work closely with customer contacts to sustain and improve service levels. They will also support the sales function, handle customer credits and deductions, and manage complex customer issues, potentially playing a lead role within the Customer Service group and providing training to new team members.

Requirements

Bachelor’s Degree
0-2 years customer service experience.
Business to business experience preferred.
Manufacturing/chemical experience a plus.
Good interpersonal and communication skills.
Computer skills (SAP, MS Office, Spreadsheet, Access, etc.).
ERP experience; SAP experience a plus
Demonstrated ability to effectively handle stressful or conflict situations/interactions with internal and external customers
Ability to manage time with minimal supervision and to handle multiple projects.
Candidates must be legally authorized to work in the United States without the need for current or future sponsorship

Nice To Haves

Business to business experience preferred.
Manufacturing/chemical experience a plus.
SAP experience a plus

Responsibilities

Maintains customer account demand information for either orders or forecast as part of FSD process.
Receives, processes, and administers customer orders in accordance with customer service procedures and updates forecast weekly, as established by the FSD process.
Communicates order status and information within the work processes as needed to ensure customer service expectations, both specified and non-specified, are met or exceeded.
Advises sales and supply assurance with respect to issues, i.e. advising of delays, pricing, packaging, forecast updates, product availability.
Work closely with customer contacts to sustain and improve customer service levels, and to develop service relationships with key accounts.
Provide information to customers as requested.
Support sales function by helping follow-up on necessary actions from customer meetings related to growth and maintenance of all accounts.
Provides support or backup for other customer service-related functions or activities as required i.e. sample orders, lost business tracking, initiating new customer master requests.
Participates in projects and new/sustaining teams, as assigned, representing customer service, materials, scheduling, and revenue concerns.
Investigates, identifies cause, and resolves deductions and short pays for customers. Includes initiating credits and/or initial request for payment.
Handles all issues with assigned customers including stressful or conflict situations/interactions with internal and external customers.
Receives, processes, and administers customer credits in accordance with customer service procedures. Includes identifying reason for the credit.
Deals with complex customer issues and global accounts.
Resolves customer issues when escalated from other Account Mgt. Specialists.
May play a lead role within the Customer Service group as required.
Provides training, support and mentoring to new team members.

Benefits

Paid parental Leave
Adoption Assistance
Fertility Treatment
Childcare Discount
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!