Purpose & Overall Relevance for the Organization
The Claims Senior Specialist – O2C NAM is responsible for the effective resolution of complex and high-impact customer claims and deductions for North America, with a strong focus on service level adherence, financial protection, and customer satisfaction. The key objective of the role is to stabilize and optimize performance across complex claims portfolios while supporting team capability, process consistency, and stakeholder alignment within the O2C organization.
Operating with a high degree of autonomy, the Senior Specialist manages critical portfolios and acts as a subject matter expert within the Claims team. The role supports the Claims Manager and O2C leadership by providing operational expertise, independently leading complex discussions with customers and stakeholders, and contributing to continuous improvement initiatives that reduce claim recurrence and improve service delivery.
Key Responsibilities
- 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 service level agreements.
- Investigate and validate complex claims related to pricing discrepancies, shortages, compliance, returns, damages, advertising, and chargebacks using complete, accurate, and audit-ready documentation.
- Identify performance gaps, recurring claim drivers, and operational risks, contributing to root cause analysis and corrective action planning.
- Maintain strong working relationships with NAM and GBS business partners by understanding stakeholder needs and preparing clear communication packages presenting results, risks, and resolution options.
- Provide guidance on complex cases, share best practices, and support onboarding and functional training activities.
- Lead discussions and meetings with internal stakeholders and customers related to complex claims, ensuring alignment, timely decision-making, and resolution.
- Act as escalation support for complex issues and assist the Claims Manager in ensuring operational continuity.
- Contribute to continuous improvement initiatives by applying Lean principles and supporting process optimization.
- Support process standardization, harmonization, and automation initiatives in partnership with O2C Global Process Owners and Continuous Improvement teams.
- Ensure adherence to internal controls, global policies, and audit requirements.
- Apply deep operational expertise in claims and deductions processes as a reference point for consistent, high-quality execution.
- Contribute to GBS priorities, OKRs, and the overall GBS roadmap.
Key Relationships
Strategic and Field Accounts in the USA and Canada; NAM Finance, Sales, and Supply Chain Leaders; Global Process Owners; GBS Operational Teams; GBS Functional Teams; and HR Business Partners.
Knowledge, Skills and Abilities
- Strong understanding of adidas business processes, policies, and timelines.
- Customer-focused mindset with strong stakeholder management skills.
- Self-motivated, proactive, and collaborative working style.
- Strong communication, presentation, and problem-solving skills.
- Ability to make data-driven decisions under time constraints.
- High attention to detail and strong risk awareness.
Knowledge and Experience
- Knowledge in Finance, Accounting, Business Administration, Logistics, or related fields.
- 3–5 years of relevant experience in Order-to-Cash functions such as Claims, Deductions, Customer Service, Billing, Credit & Collections, or Supply Chain.
- Experience managing complex claims, escalations, or critical customer portfolios.
- Experience supporting onboarding, knowledge sharing, or coaching activities.
- Experience contributing to continuous improvement or cross-functional problem-solving initiatives.
- Advanced proficiency in English and Spanish, written and spoken.
- Advanced knowledge of MS Office tools and SAP ERP systems.
Adidas Culture
At adidas, employees are encouraged to demonstrate courage, ownership, innovation, teamplay, integrity, and respect. The company emphasizes diversity, equity, and inclusion as part of its culture and talent processes.