Sr Specialist GBS Account & Sales Ops

Purpose & Overall Relevance for the Organization:

adidas Shared Services in Bogotá delivers high quality services for Customer Service and Invoice to Cash, Accounts Payable, Retail Accounting, eCommerce Accounting and other Finance processes as well as HR Services for adidas companies located in Europe and Americas.

Claims is a key element within adidas wholesale customer service. This team is responsible for the claim’s activities such logistic claims and invoice management tasks. The team supports deductions handling and credit reconciliation as well as projects, including process standardisation, tools implementation and other ad hoc projects.

Key Responsibilities:

• Investigate and resolve customer claims/invoice deductions related to damaged goods, shortages, pricing errors, among others.
• Coordinate with internal departments (e.g., logistics, sales, pricing team) to validate a and resolve claims.
• Support communicating with customers via all relevant communication channels (e-mail, tickets, phone), providing information related to claims and billing
• Manage customer relationship, which includes problem resolution and root cause analysis
• Manage the relationships within customer service and sales as well as other stakeholders in the business
• Identify the improvement opportunities and support their implementation
• Support ongoing projects for the implementation of technology solutions

Key Relationships:

• Credit and deductions Management
• Other Customer Service teams
• Sales
• Market Finance

Knowledge, Skills and Abilities:

• Strong customer service orientation
• Good Problem solving and analytical skills
• High level of empathy and emotional intelligence
• Experience with SAP
• Experience with Salesforce.com
• Ability to read, write and communicate in English in a business setting
• Ability to pay close attention to detail and high degree of customer orientation
• Self-motivated and self-directed individual

Requisite Education and Experience / Minimum Qualifications:

• University degree
• 3-4 year’s working experience in providing support in order to cash/ billing department or in the field of logistics.
• High level of customer orientation and communication skills