Customer Service Claims Specialist
2 weeks ago
About the Role
We are seeking a highly skilled Customer Service Claims Specialist to join our team at adidas Pacific. As a key member of our Claims Team, you will play a vital role in supporting the Claims Team Leader and collaborating with both internal and external customers to ensure efficient Claims and Returns operations.
Key Responsibilities:
- Claims Analysis: Assess claims to determine liability, minimizing exposure for adidas by making informed approval or rejection decisions. This includes reviewing claim types such as shortages, pricing adjustments, order errors, freight inquiries, and consumer returns.
- Resolution & Efficiency: Manage and resolve all claims promptly, maintaining clear and organized documentation. Effective communication with internal departments and external customers is essential.
- Process Improvement: Contribute to refining Claims and Returns processes across multiple platforms, driving improvements in efficiency and accuracy. Your expertise will help us streamline our approach to Claims and Returns management.
- Relationship Building: Educate and influence customers and internal departments through effective verbal and written communication. This involves enhancing Claims and Returns processes through collaboration and training.
- KPIs:
- Faulty Goods: Assess faulty goods claims over the phone with immediate resolutions.
- Daily Processing: Complete daily credits/debits and price adjustments in SAP systems.
- Timely Responses: Reply to online consumer inquiries and wholesale freight/transport questions within 24 hours.
- Freight Management: Generate daily freight/transport manifests to streamline returns.
Requirements
To be successful in this role, you will need: Proficiency in SAP systems and intermediate skills in MS Office. Strong interpersonal, communication, and relationship-building abilities. Familiarity with technical and claims processes. A background in Sales Support, Claims, Customer Service, or Retail is preferred, along with experience working with SAP systems.
Compensation
The estimated annual salary for this position is around $60,000-$80,000, depending on your level of experience and qualifications. We offer a competitive benefits package, including health insurance, retirement savings plan, and paid time off. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
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