Purpose & Overall Relevance for the Organization
At adidas, our mission is to be the best sports brand in the world, and our purpose is to change lives through sport. Global Business Services delivers consistent, end-to-end business solutions across adidas. Within Global Business Services, the Order to Cash process supports business growth through standardization, automation, and customer focus.
The Billing & Returns Specialist supports the Order to Cash NAM organization by delivering accurate, timely, and customer-focused billing and returns activities. The role contributes to positive customer experience, revenue accuracy, and cash flow by ensuring billing documents, returns, and logistics-related topics are handled according to service level agreements, internal policies, and quality standards.
Key Responsibilities
- Execute day-to-day billing and returns activities in accordance with defined procedures, service level agreements, and quality standards.
- Support billing document management, including billing transmission, billing error resolution, monitoring billing due lists, and clearing processes.
- Support returns and logistics-related activities, including defective and used product returns, by validating information and coordinating resolution.
- Communicate with customers through established channels, including email, Salesforce, and ticketing tools, regarding billing and returns inquiries.
- Collaborate with internal stakeholders to resolve billing and returns issues efficiently and minimize customer impact.
- Identify recurring issues and escalate risks, delays, or inconsistencies to senior team members or management.
- Maintain accurate and complete documentation for transparency, traceability, and audit readiness.
- Support continuous improvement initiatives by following standard processes, sharing observations, and participating in problem-solving activities.
Required Education and Experience
- Understanding of Order to Cash processes, with a focus on billing, returns, and logistics-related activities.
- Strong customer service orientation with analytical and problem-solving skills.
- Ability to manage multiple requests and transactions while maintaining attention to detail and accuracy.
- Clear and professional written and verbal communication in English.
- Collaborative mindset and ability to work effectively across functions.
- Proficiency in SAP and strong Excel skills; exposure to billing, returns, or ticketing tools is a plus.
- Practical knowledge or hands-on experience in billing, returns, Order to Cash, customer service, claims, credit, or supply chain.
- One to three years of relevant experience supporting wholesale customers or transactional finance or logistics processes is preferred.
- Experience working in a shared services or transactional environment is an advantage.
adidas fosters a culture based on courage, ownership, innovation, teamplay, integrity, and respect, with a strong commitment to diversity, equity, and inclusion.