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.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
- Support process standardization, harmoni

📌 Sr Specialist Gbs Account (Bogotá)
🏢 Adidas
📍 Bogotá