Claims Sr Specialist – O2C NAM

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 for both customers and internal stakeholders
• Investigate and validate complex claims related to pricing discrepancies, shortages, compliance, returns, damages, advertising, and chargebacks using complete, accurate, and audit-ready documentation
• Proactively identify performance gaps, recurring claim drivers, or operational risks and contribute to problem resolution, 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
• Serve as a knowledge and support point for Claims Specialists by providing guidance on complex cases, sharing best practices, and supporting onboarding and functional training activities
• Independently lead discussions and meetings with internal stakeholders and customers related to complex claims, ensuring alignment, timely decision-making, and resolution without permanent supervision
• Act as escalation support for complex issues and assist the Claims Manager in ensuring operational continuity during peak periods, initiatives, or absences
• Contribute to continuous improvement initiatives by applying Lean principles, identifying opportunities to reduce claim recurrence, and supporting process optimization efforts
• 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, identifying improvement opportunities where applicable
• Apply deep operational expertise in claims and deductions processes, serving as a reference point for consistent, high-quality execution
• Contribute to GBS priorities, OKRs, and the overall GBS roadmap by aligning claims outcomes with financial and operational objectives

Key Relationships

• Strategic and Field Accounts in the USA and Canada
• NAM Finance, Sales, and Supply Chain Leaders
• Global Process Owners
• GBS Operational Teams (Credit & Collections, Cash Application, Account Operations)
• GBS Functional Teams (Communications, Delivery Excellence, Continuous Improvement)
• 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
• High adaptability in a fast-paced environment
• 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

• Demonstrated knowledge in Finance, Accounting, Business Administration, Logistics, or related fields, gained through professional experience, training, or education
• 3–5 years of relevant experience in Order-to-Cash functions such as Claims, Deductions, Customer Service, Billing, Credit & Collections, or Supply Chain; Shared Service Center experience is a plus
• Proven 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