Senior O2C Claims Lead – NAM

adidas; Colombia; Presencial; COP 257.251.270 - 353.720.496; Jornada completa

Descripción de la vacante

adidas NAM is seeking a Claims Senior Specialist to manage end-to-end resolution of complex customer claims and deductions across North America. The role emphasizes service level adherence, financial protection, and customer satisfaction, while supporting team capability and process improvements.

You will independently lead discussions with customers and stakeholders, identify performance gaps, and drive root-cause analysis within the O2C framework.

Formación

• 3–5 years of relevant experience in Order-to-Cash functions such as Claims, Deductions, or Billing
• Bachelor's degree in Finance, Accounting, Business Administration, Logistics, or related field
• Advanced proficiency in English and Spanish (written and spoken)
• Advanced knowledge of MS Office tools and SAP ERP systems

Responsabilidades

• Manage end-to-end resolution of complex, high-value, or high-risk customer claims and deductions for assigned NAM wholesale portfolios, ensuring service delivery meets established SLAs
• Investigate and validate complex claims related to pricing discrepancies, shortages, compliance, returns, damages, advertising, and chargebacks using complete, audit-ready documentation
• Identify performance gaps, recurring claim drivers, or operational risks and contribute to problem resolution, root cause analysis, and corrective action planning
• Maintain strong working relationships with NAM and GBS Business Partners by understanding stakeholder needs and presenting results, risks, and resolution options
• Serve as a knowledge and support point for Claims Specialists by providing guidance on complex cases and onboarding/training
• Lead discussions and meetings with internal stakeholders and customers related to complex claims, ensuring timely decisions
• Act as escalation support for complex issues and assist the Claims Manager during peak periods or absences
• Contribute to Lean-based continuous improvement and process optimization
• Support process standardization, harmonization, and automation with O2C Global Process Owners
• Ensure adherence to internal controls and audit requirements
• Apply deep operational expertise in claims and deductions and contribute to the GBS roadmap

Conocimientos

English (Advanced)

Spanish (Advanced)

Stakeholder management

Communication & presentation

Problem-solving

Educación

Bachelor's degree in Finance/Accounting/Business Administration

Herramientas

SAP ERP

MS Office Suite

Descripción del empleo

adidas NAM is seeking a Claims Senior Specialist to manage end-to-end resolution of complex customer claims and deductions across North America. The role emphasizes service level adherence, financial protection, and customer satisfaction, while supporting team capability and process improvements.

You will independently lead discussions with customers and stakeholders, identify performance gaps, and drive root-cause analysis within the O2C framework.