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 delivers all activities in timely manner and with the required quality. The team supports projects, including process standardisation, tools implementation and other ad hoc projects.

Key Responsibilities:

• Manage the end-to-end resolution of customer deductions (pricing, routing, returns, shortages, advertising, and defectives) for one or more key wholesale accounts, ensuring timely and accurate investigation of each case.
• Analyze and validate deduction claims using supporting documentation such as PODs, BOLs, credit memos, customer agreements, and ERP data to determine root causes and resolution paths.
• Ensure compliance with internal KPIs, including average resolution time and case closure targets, while maintaining high standards of quality and customer satisfaction.
• Collaborate with cross-functional teams (sales, claims, logistics, customer service, and finance) to gather information and resolve deduction disputes efficiently.
• Maintain accurate records of case investigations, root causes, and actions taken in the appropriate systems (SAP, deduction tools, or customer portals).
• Escalate invalid or recurring deductions to the appropriate stakeholders, providing data-based recommendations for prevention and recovery.
• Develop strong relationships with key customer contacts, acting as the main point of contact for deduction-related matters to ensure alignment and professional communication.
• Identify patterns or recurring issues in customer behavior or internal processes and propose improvements to reduce future deductions and streamline resolution.
• Support month-end and quarter-end close activities by ensuring deduction balances are accurate and properly accounted for.

Key Relationships:

• Credit
• Sales
• Market Finance
• Account Operations
• Compliance
• GBS Business Partners

Knowledge:

• Accounts Receivable and Deductions Management – Deep understanding of end-to-end O2C (Order to Cash) process, particularly focused on deductions resolution.
• Retail/Wholesale Industry Knowledge – Familiarity with the structure of wholesale agreements, retail compliance requirements, and key account dynamics (e.g., Foot Locker, Dick’s, etc.).
• Types of Deductions – Knowledge of common deduction categories: pricing, routing, advertising, returns, shortages, damages/defectives, co-op, and compliance fees.
• Customer Agreements & Trade Terms – Understanding of pricing terms, promotions, return policies, and freight agreements.
• ERP & Systems – Experience using SAP (or equivalent ERP) and claim management tools; familiarity with vendor portals (e.g., RetailLink, HQ, etc.).
• Basic Accounting Principles – Understanding of debits/credits, revenue recognition, and GL coding.

Requisite Education and Experience / Minimum Qualifications:

• University degree
• 1-2 year’s working experience in providing customer support in the field of customer service, sales, logistics.
• High level of customer orientation and communication skills

• Manage the end-to-end resolution of customer deductions (pricing, routing, returns, shortages, advertising, and defectives) for one or more key wholesale accounts, ensuring timely and accurate investigation of each case.
• Analyze and validate deduction claims using supporting documentation such as PODs, BOLs, credit memos, customer agreements, and ERP data to determine root causes and resolution paths.
• Ensure compliance with internal KPIs, including average resolution time and case closure targets, while maintaining high standards of quality and customer satisfaction.
• Collaborate with cross-functional teams (sales, claims, logistics, customer service, and finance) to gather information and resolve deduction disputes efficiently.
• Maintain accurate records of case investigations, root causes, and actions taken in the appropriate systems (SAP, deduction tools, or customer portals).
• Escalate invalid or recurring deductions to the appropriate stakeholders, providing data-based recommendations for prevention and recovery.
• Develop strong relationships with key customer contacts, acting as the main point of contact for deduction-related matters to ensure alignment and professional communication.
• Identify patterns or recurring issues in customer behavior or internal processes and propose improvements to reduce future deductions and streamline resolution.
• Support month-end and quarter-end close activities by ensuring deduction balances are accurate and properly accounted for