Purpose & Overall Relevance for the Organization: 

 

adidas Shared Services in Bogota delivers high quality services for Customer Service and Invoice to Cash, Accounts Payable, Retail Accounting, eCommerce Accounting and other Finance processes as well as HR Services for adidas companies located in Europe and Americas. 

 

Claims is a key element within adidas wholesale customer service. This team is responsible for the claim’s activities such logistic claims and invoice management tasks. The team delivers all activities in timely manner and with the required quality. The team supports projects, including process standardisation, tools implementation and other ad hoc projects.  

 

Key Responsibilities:  

Invoice management activities such us billing transmition, billing error resolution and monitoring billing due list 

Claims management activities such us logistic claims and defect / used product 

Support communicating with customers via all relevant communication channels (e-mail, tickets, phone), providing information related to claims and billing 

Manage customer relationship, which includes problem resolution and root cause analysis 

Manage the relationships within customer service and sales as well as other stakeholders in the business  

Identify the improvement opportunities and support their implementation  

Support ongoing projects for the implementation of technology solutions 

 

Key Relationships:  

Credit Management 

Other Customer Service teams 

Sales 

Market Finance 

 

Knowledge, Skills and Abilities:  

Strong customer service orientation  

High level of empathy and emotional intelligence 

Experience with SAP  

Experience with Salesforce.com 

Experience in a Shared Service environment or similar 

Ability to read, write and communicate in English in a business setting 

Ability to pay close attention to detail and high degree of customer orientation 

Good Problem solving and analytical skills 

Self-motivated and self-directed individual 

Availability to travel for periods of 3 to 4 weeks 

 

Requisite Education and Experience / Minimum Qualifications:  

University degree  

1-2 year’s working experience in providing customer support in the field of customer service, sales, or logistics 

High level of customer orientation and communication skills