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
Integral 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
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