Board Claims Analyst Job detail

At WestRock (NYSE: WRK), we’re proud of the millions of packages and boxes we make every year. We are even more proud of what each of these boxes represent: connections. WestRock connects people to products, helping customers increase their sales, lower their total cost, minimize their risk and improve their sustainability. Our customers value our differentiated portfolio of paper and packaging solutions, but it is our team members’ passion and dedication that make them an extension of our customers’ brands. Every day, our 50,000 team members combine practical innovations and rigorous execution across hundreds of operating and business facilities around the world to connect people to products. Learn more at www.westrock.com.

At WestRock, our culture is built upon shared values and behaviors – they are fundamentals for winning together.  Integrity – Respect – Accountability – Excellence are the standards of our behavior.  

The opportunity:

The Customer Service group within WestRock Global Paper has an opportunity for a Board Claims Analyst who has the overall responsibility for processing claims received from our customers for our Containerboard Mills. The position coordinates all activities relating to a claim to include claim initiation, information gathering, investigation, customer credit, product returns, freight claims, records maintenance, and regular communication with customers and various WestRock departments.  

How you will impact WestRock:

• Navigate/manage complaints through the claims process.  
• Identify potential issues and make decisions as appropriate to the process.
• Ensure compliance with procedures and documentation accuracy.   
• Responsible for coordinating product returns.  
• Monetary recovery from 3^rd party vendors. 
• Maintain records to include creating and maintaining spreadsheets.
• Provide claims related support to various departments to include customer service, sales, and quality/technical.
• Daily communication with customers on status updates as well as answering inquiries relating to issues. Communication must be professional and timely while working to build customer relationships.
• Assist in team member training on various topics as well as ensuring the responsibilities of Claims Analyst are understood throughout the department.   
• Monitoring of team/department metrics focused on the effectiveness and optimization of our claims processing.  
• Other duties and responsibilities as assigned.  

What you need to succeed:

• Bachelor’s degree in relevant studies preferred.
• Minimum 5 years of customer service/customer relations experience.
• At least 1 year of accounting related work experience.
• Minimum of 3 years computer experience in a professional environment using complex systems.
• High proficiency using Microsoft Office Suite.
• In-depth experience using MS Excel.  Can design and maintain spreadsheets using formulas and pivot tables.
• Professional and articulate communication (written and verbal).   
• Experience in a high paced work environment.
• Self-motivated and capable of maintaining a high productivity level with a high attention to detail.
• Excellent multitasking, planning, prioritizing, and organization skills.
• Team player who exhibits intellectual curiosity.
• Analytical thinker who can work through complex issues.

What we offer:

• Corporate culture based on integrity, respect, accountability and excellence.
• Comprehensive training with numerous learning and development opportunities.
• An attractive salary reflecting skills, competencies and potential.
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.