Purpose & Overall Relevance to the Organization: 
 

As the Associate, Claims (Customer Service), you’ll play a vital role in supporting the Claims Team Leader and collaborating with both internal and external customers to ensure efficient Claims and Returns operations for adidas Pacific. You’ll help shape and refine processes, continuously improving our approach to Claims and Returns management.

 

Key Responsibilities:  
 

- Claims Analysis: Assess claims to determine liability, minimizing exposure for the company by making informed approval or rejection decisions. Key claim types include shortages, pricing adjustments, order errors, freight inquiries, and consumer returns.

- Resolution & Efficiency: Manage and resolve all claims promptly, maintaining clear and organized documentation.

- Process Improvement: Contribute to refining Claims and Returns processes across multiple platforms, driving improvements in efficiency and accuracy.

- Relationship Building: Educate and influence customers and internal departments through effective verbal and written communication to enhance Claims and Returns processes.

- External Communications: Coordinate with external customers and the Warehouse team regarding returns and claims inquiries.

 

KPIs:  
 

- Faulty Goods: Assess faulty goods claims over the phone with immediate resolutions.

- Daily Processing: Complete daily credits/debits and price adjustments.

- Timely Responses: Reply to online consumer inquiries and wholesale freight/transport questions within 24 hours.

- Freight Management: Generate daily freight/transport manifests to streamline returns.

 

Knowledge, Skills & Abilities:  
 

- Proficiency in SAP systems and intermediate skills in MS Office.

- Strong interpersonal, communication, and relationship-building abilities.

- Familiarity with technical and claims processes.

 

Education & Experience Requirements:  

 

- Background in Sales Support, Claims, Customer Service, or Retail.

- Experience with SAP