The posting
Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.
About the job:
The Claims Specialist for Energy Capital will have full ownership and administrative responsibility for the end-to-end customer claims handling process for our Energy Capital customers. They will work closely with customers, channel partners, and sales to clearly define the problem for the customer and create an action plan to get the customer’s issue resolved quickly with the highest level of customer centricity. They will collaborate closely with Alfa Laval suppliers, service centers, and field service coordinators to execute the plan in the most efficient and financially responsible manner.
This is a hybrid position located in Richmond, VA or Houston, TX.
As a part of the team, you will:
- Register customer claims in Alfa Laval’s global claims system (ACT).
- Open claim orders in Alfa Laval’s order fulfilment system (One4AL).
- Create remedial actions to fix the problem for the customer. Execute or assign responsibility for remedial actions. Ensure remedial actions are completed to the satisfaction of the end customer and account for all costs associated with execution of the remedial actions. Always put the highest priority on fixing the problem for the customer.
- Create material return actions to get equipment and parts moved from the customer’s site to Alfa Laval factories or service centers. Work with the Logistics Control Tower (LCT) and the Alfa Laval factories and service centers to coordinate the pick-ups and deliveries of the associated goods. Ensure material return actions are completed and account for all costs associated with the material return actions.
- Work with field service coordinators to arrange for service technicians to visit customer jobsites to troubleshoot problems and make repairs to equipment. Ensure field service reports and costs are reported promptly in the claims and order fulfillment systems.
- Partner with factories, service centers and field service technicians to review customer claim trends and determine root causes. Agree on corrective and preventive actions geared towards eliminating future claims of a similar nature.
- Meet regularly with global BU claims coordinators to review claim trends and ensure actions and problems are being resolved and closed expeditiously in all systems.
- Collaborate with the Quality Manager, BU claims coordinators, Sales and Suppliers to establish key performance indicators for claims. Provide updates regularly to all claim stakeholders.
- Ensure all claim costs are accounted for on each claim. Work directly with causative units to make sure claim cost settlements have been executed and the final claim costs are distributed to the correct entities per Alfa Laval’s claim rules.
We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games. Visa sponsorship is not available for this role.
What you know:
- Experience working in claims and order fulfillment systems.
- Experience working in operations or with operations processes is a plus.
- Knowledge of Alfa Laval’s capital equipment portfolio.
- Excellent written and oral communication skills
- Commitment to outstanding customer service and support
- Ability to handle multiple tasks within a fluctuating workload
- Demonstration of sound business judgment and shared values
At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.
What’s in it for you?
We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval’s future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous 401(k), paid holidays, paid time off benefits, and more. At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right. The base salary for this role is typically $60,000 - $75,000.
Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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