Associate, Claims (Customer Service) 12-months Maternity Leave Contract

Please note applicants must have legal rights to work in Australia. No Relocation or Visa support is offered for this role.


Purpose & Overall Relevance for the Organization:

To provide support to the Claims Team Leader, internal and external customers in all Claims and Returns functions for the adidas Pacific business. To continue to help develop, improve, refine implement and document robust Claims and Returns processes.


Key Responsibilities: 

  • Analyse claims to determine liability and minimize exposure to the company. Approve or reject claims based on this investigation and knowledge. This includes:
    • shortage and missing goods claims.
    • pricing adjustments.
    • order errors.
    • freight enquiries.
    • consumer returns.
  • Timely resolution of all Claims in an expeditious manner.
  • Input into process improvement across multiple platforms and tools.
  • Build relationships, influence and educate both verbally and in written format, with customers and internal departments to assist Claims and Returns process improvement.
  • Handle, negotiate and effectively communicate with external and internal customers.
  • Communication with Warehouse in relation to returns.



  • Complete over the phone faulty goods claims assessments immediately.
  • Daily processing of credits/debits/price adjustments.
  • Respond to all online consumer enquiries within 24 hours.
  • Complete faulty consumer returns enquiries within 24 hours of receiving.
  • Respond to all wholesale freight/transport enquiries within 24 hours.
  • Complete daily freight/transport manifests.




Knowledge, Skills & Abilities: 

  • SAP systems.
  • Intermediate skills in MS office.
  • Strong interpersonal, communication and relationship building skills.
  • Technical and Claims expertise.


Requisite Education & Experience / Minimum Qualifications: 

  • Sales Support/Claims/Customer Service and/or Retail experience.
  • Working knowledge of SAP/other systems and Microsoft applications (Excel etc.)


Key Relationships: 

  • Team Leader, Claims
  • Manager, Customer Services
  • Customer Service team
  • Sales Team


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We innovate and create to bring performance, fitness, and fashion together to celebrate individuality and propel the athlete inside all of us.


It's a place where you're connected to your favourite athlete, style icons, and people as committed to winning as you are. Where we truly believe in balancing your work and life as well as sport and style.


adidas offers unlimited opportunities. Whether you're fresh out of school or have years of experience, adidas offers development programs and company sports programs that allow you to be your best.


It's a passionate workplace created by original thinkers. You'll find a unique team spirit strengthened by our diversity of thought, cultures, and individuality. It's for our people who believe sport can make the world a better place.


At adidas you can contribute to a proud legacy. You can shape a better future for the sport, for style, and for yourself.



Please note applicants must have permanent legal rights to work in Australia. No Relocation or Visa support is offered for this role.


Please note a part of adidas Pacific’s recruitment process will require external candidates to consent to a pre-employment criminal history check


Note to agencies: adidas Pacific does not accept any unsolicited calls or resumes from head hunters, executive recruiters, or other staffing or recruitment agencies. Please do not submit or forward any resumes, CVs, or profiles to the adidas careers portal, or to any adidas personnel. adidas will not pay any fees relating to unsolicited resumes.

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Associate, Claims (Customer Service) 12-months Maternity Leave Contract

Brand:  adidas
Location:  Melbourne
TEAM:  Customer Service
State:  VIC
Country/Region:  AU
Contract Type:  Full time
Number:  510619
Date:  Apr 21, 2024