Claims Representative, Auto

Novelis North America HQ • Novi, MI

6d • Hybrid

About The Position

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.

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
• Located in the eastern time zone and near a regional or international airport
• Candidates must be legally authorized to work in the United States without the need for current or future sponsorship

Nice To Haves

• Manufacturing/chemical experience a plus.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level