Partners through complexity

In industries powered by aluminium and lithium, reliable performance matters. Manufacturers depend on a steady supply of critical materials to keep production lines operating, meet customer demand and deliver everything from vehicles to infrastructure projects on time.

But global supply chains rarely move in a straight line. Weather events, transport disruptions, shifting market conditions and evolving customer requirements can all create unexpected challenges.

Every day, our teams work behind the scenes to help customers navigate this type of complexity. Across regions and time zones, they coordinate closely with operations, logistics, sales and supply chain teams to solve problems quickly, keep materials moving and help customers avoid costly disruptions.

Chelyn, a customer service team lead, recalls a situation where a customer urgently required material to avoid a production stoppage. At the same time, the material was still being cast and an unexpected truck breakdown disrupted transit plans.

Teams from across our network jumped into action: rebalancing deliveries, sourcing material from other smelters and securing replacement transport to keep shipments moving.

Chelyn

Customer service team lead

“It’s not just about responding to requests,” Chelyn says. “Customers depend on us to support their production, so consistency in delivery, clear communication and the ability to manage disruptions effectively are critical.”

The way we work with our customers was reinforced during the Harbor Conference Summit in Chicago, where conversations consistently returned to the same themes. They spoke about the importance of trusted partnerships, particularly during a year marked by market volatility and supply chain disruption.

“It’s been a crazy year, but we appreciate the foundation of trust it’s built on. Rio has been very fair and we work together towards a beneficial solution for both parties,” one customer said.

Other customers pointed to reliable supply, consistent communication and our support for their growth and sustainability goals as reasons they continue to work with us.

“Rio has been a consistent and reliable partner, which given everything in today’s market, has been incredibly valuable,” another customer says.

It’s feedback that reflects what our teams strive to deliver every day: not simply moving material, but supporting our customers in achieving their goals.

Building partnerships, not just transactions

Long-term partnerships are shaped by how challenges are handled and how customers are engaged along the way.

In Japan, where customers place strong importance on long-term relationships, our approach is grounded in transparency and responsiveness. When a shipment couldn’t meet a scheduled vessel, Megumi, a customer service officer in Tokyo, worked closely with the customer to identify alternative options and agree on the best path forward.

Megumi

Customer Service Officer

“Our customers place strong importance on reliability, quality and safety, and they value that we share the same standards,” Megumi says.

“This shared mindset helps build relationships that go beyond transactions and develop into true partnerships.”

Those relationships are what make the work meaningful for Hyline, a customer service representative in Germany.

Hyline

customer service representative

“What motivates me are the relationships we build with our customers,” she says. “Conversations often go beyond business—we talk about family, the weather or vacation plans. That human connection makes a big difference.”

Supporting evolving industries

As customer needs evolve, customer service teams help support increasingly complex and interconnected supply chains.

Our relationships with automotive original equipment manufacturers (OEMs) often involve long-term lithium supply agreements and close coordination across global supply chains.

Justin is a strategic account manager in Australia. He says continuity of supply is critical for customers manufacturing battery materials and electric vehicles.

Justin

Strategic account manager

“Supply disruptions can be particularly impactful for OEM customers, and we often plan contingencies to ensure continuity of supply,” he says.

“We need to be very clear and communicative to help find solutions and mitigate any impact on their broader business – this gives our customers the confidence to work with us.”

A differentiated approach to customer partnership

Behind every shipment, delivery adjustment and urgent phone call are teams working to keep customers informed, supported and one step ahead of disruption.

Emily, an inside sales analyst in Chicago, says communication and prioritisation are central to helping customers navigate fast-moving market conditions.

Emily

Inside sales analyst

“With everything that’s going on in the market, and how quickly things are changing, that clear understanding and consistent, quick communication makes an impact,” she says.

Kristi, a customer service manager in Indiana, strongly agrees.

Kristi

Customer service manager

“If a customer needs a last-minute load to avoid a shut down, we can look across plants and try to see if we can squeeze one in to make sure they have what they need,” she says.

“You’ve got to find the answer, work with the customer and then work with the plant to find solutions. Customers can’t wait 2 or 3 days for answers in this space.”

It’s an approach built on reliability and accountability: taking responsibility for outcomes, anticipating risks and acting quickly when it matters most for our customers.

As supply chains become more interconnected and customer requirements continue to evolve, the ability to coordinate quickly across continents is becoming an increasingly important part of customer service.

These stories shared by team members illustrate how much of that work happens behind the scenes, often long before material reaches its destination.

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