For over 100 years, BlueScope continues to build on our reputation of quality brands and products, leading technology and a customer-first spirit. Through our global brands, we are one of the largest manufacturers of building solutions in the world. Our diverse, bright and inspired workforce is committed to bettering the communities we serve through breakthrough thinking and innovations. Your goals, ideas and perspective can help shape our future – we look forward to hearing them!   

ASC Building Products manufactures a variety of metal roofing and wall panel solutions to the residential, light commercial and agricultural markets which are sold through a network of trusted and knowledgeable distributors. ASC Building Products has operations in Anchorage, Alaska; Salem, Oregon; Spokane, Washington; and Sacramento, California.

The primary purpose of the Claims Specialist role is to ensure a consistent and timely response to filing, entering, and following up on ASC Building Products (ASC BP) customer claims.  The Claim Specialist will perform CSR function approximately 25% of the time, the percentage will flex depending on seasonality, staffing, and volume of claims.

• Process all incoming ASC BP claims which includes but is not limited to; entering remake orders, completing the claim request form, entry of the Quality Notification in SAP, entry of credit/debit memo in SAP, and entry of the Return Material Authorization in SAP.  Track and monitor claims status from inquiry to resolution.
• Research and analyze data to assess and evaluate impact of the claim with the goal of resolution or disposition.  Requires communication and research with cross functional teams.
• Obtain pertinent information from customer with regards to improper product handling, transportation, and installation practices to establish fair and equitable credit responsibility.
• Ensure compliance of company policies, procedures, and customer terms and conditions, as it applies to claim liability.
• Research and develop appeals for denied claims, keeping key personnel informed of decision.
• Negotiate viable solutions/options that will help to reduce the overall financial burden to the business, which may include reselling material to a secondary market.
• Research customer claim history as a part of the claim decision making process and report patterns of behavior that suggest abuse of the claims process to leadership.
• Document and store completed investigations with all supporting documents, pictures and communications along with the agreed upon solution intended to prevent any further recourse or action on claim.   
• Conduct trainings with employees on ASC BP’s claim communication guidelines, language and techniques to prevent unauthorized guarantees of credits or refunds.
• Prepare justification and make proposal to approve or deny claim and present to Manager, VP of Sales and CS frequently.
• Identify and implement process and continuous improvement opportunities. 
• Follow up on existing claims to ensure approvals and Return Material Authorizations are completed and update claims when disputed and/or reassigned. 
• Customer Service Representative – will perform CSR function/responsibility (i.e. answering calls, prepping orders, entering orders, as required to support day-to-day production needs).

Minimum: 

• High School Diploma or GED
• 2-5 year’s customer service experience in construction related or manufacturing environment
• 2-5 years building products experience - either commercial or residential
• Experience with claim resolution
• Project management experience
• Demonstrated experience of collaborating cross functionally with effective communication
• ERP experience (SAP)
• Knowledge of customer service ethics, principles, and procedures
• Track record of strong performance and achievement of goals
• Excellent communication skills, both written and oral
• Ability to multi-task, prioritize and manage time efficiently
• Highly motivated with a desire to be successful

Preferred: 

• College degree
• Knowledge of ASC Profiles Products; ASC Building Products

Skills and Competencies: 

• Team Player:  Cooperates within the group and across groups; interacts with people effectively and is able and willing to share and receive information; supports group decisions and puts group goals ahead of own goals.
• Decision Making:  Uses sound judgement to make good decisions based on data gathered and analyzed; considers all pertinent facts and alternatives before deciding the most appropriate actions.
• Problem Solving:  Analyzes problems by gathering and organizing all relevant information; identifies cause and effect relationships; identifies appropriate solutions
• Adaptability: Adapts to changing work environments, priorities, and organizational needs; able to effectively deal with change and diverse individuals in, and out of the workplace
• Integrity:  Maintains confidentiality and meets own commitments; shares complete and accurate information; actively listens
• Reliability and Accountability:  Takes personal responsibility for job performance, completes work in a timely and consistent manner, follows through with commitments
• High Quality Work Standards:  Sets and maintains high performance work standards; pays close attention to detail, accuracy, and completeness; shows concern for all aspects of the job and follows up on work outputs
• Communication Skills:  Expresses ideas effectively and professionally; organizes and delivers information appropriately
• Stress Tolerance:  Displays emotional resilience and the ability to withstand pressure; deals with difficult situations while maintaining performance, seeks support from others when necessary
• Organizational Skills:  Plans and organizes tasks and work responsibilities to achieve objectives; sets priorities and schedules activities

The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job.  It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job.  Associates may be required to perform other duties as assigned.  Additional job competencies, individual goals, and performance measurements are set at the department level.

The benefits are just as rewarding as the work at BlueScope.  To support our goal, we offer a total compensation plan and an outstanding benefits package that includes health insurance, life insurance, short and long term disability, paid time off, and retirement. 

EEO Employer/M/F/Disabled/Protected Veteran

BlueScope is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status, as a protected veteran, among other things, or status as a qualified individual with disability. 

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