Purpose & Overall Relevance to the Organization:
As the Associate, Claims (Customer Service), you'll 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 for adidas Pacific. You'll help shape and refine processes, continuously improving our approach to Claims and Returns management.
Key Responsibilities:
Claims Analysis: Assess claims to determine liability, minimizing exposure for the company by making informed approval or rejection decisions. Key claim types include shortages, pricing adjustments, order errors, freight inquiries, and consumer returns.
Resolution & Efficiency: Manage and resolve all claims promptly, maintaining clear and organized documentation.
Process Improvement: Contribute to refining Claims and Returns processes across multiple platforms, driving improvements in efficiency and accuracy.
Relationship Building: Educate and influence customers and internal departments through effective verbal and written communication to enhance Claims and Returns processes.
External Communications: Coordinate with external customers and the Warehouse team regarding returns and claims inquiries.
KPIs:
Faulty Goods: Assess faulty goods claims over the phone with immediate resolutions.
Daily Processing: Complete daily credits/debits and price adjustments.
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.
Knowledge, Skills & Abilities:
Proficiency in SAP systems and intermediate skills in MS Office.
Strong interpersonal, communication, and relationship-building abilities.
Familiarity with technical and claims processes.
Education & Experience Requirements:
Background in Sales Support, Claims, Customer Service, or Retail.
Experience with SAP.
Company Culture:
At adidas we have a winning culture. But to win, physical power is not enough. Just like athletes our employees need mental strength in their game. We foster the athlete's mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture: this is how we win while playing fair.
COURAGE: Speak up when you see an opportunity; step up when you see a need.
OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.
INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.
TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
INTEGRITY: Play by the rules. Hold yourself and others accountable to our company's standards.
RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.
ADIDAS CELEBRATES DIVERSITY, SUPPORTS INCLUSIVENESS AND ENCOURAGES INDIVIDUAL EXPRESSION IN OUR WORKPLACE. WE DO NOT TOLERATE THE HARASSMENT OR DISCRIMINATION TOWARD ANY OF OUR APPLICANTS OR EMPLOYEES. WE ARE AN EQUAL OPPORTUNITY EMPLOYER.
Job Details:
Job Title: Associate, Sales Support (Claims) 10 Months Contract
Location: Melbourne
Team: Sales
State: VIC
Country/Region: AU
Contract Type: Temp
Number: 518801
Date: Oct 30, 2024
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