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Accept ClosePress Tab to Move to Skip to Content LinkSearch by KeywordSearch by LocationSearch by KeywordSearch by LocationLoading...Team:LocationType:Grade:Create Alert×Select how often (in days) to receive an alert:StartPlease wait...Associate, Claims (Customer Service) 12-months Maternity Leave ContractPlease note applicants must have legal rights to work in Australia. No Relocation or Visa support is offered for this role.Purpose & Overall Relevance for the Organization:To provide support to the Claims Team Leader, internal and external customers in all Claims and Returns functions for the adidas Pacific business. To continue to help develop, improve, refine implement and document robust Claims and Returns processes.Key Responsibilities:
- Analyse claims to determine liability and minimize exposure to the company. Approve or reject claims based on this investigation and knowledge. This includes:
- shortage and missing goods claims.
- pricing adjustments.
- order errors.
- freight enquiries.
- consumer returns.
- Timely resolution of all Claims in an expeditious manner.
- Input into process improvement across multiple platforms and tools.
- Build relationships, influence and educate both verbally and in written format, with customers and internal departments to assist Claims and Returns process improvement.
- Handle, negotiate and effectively communicate with external and internal customers.
- Communication with Warehouse in relation to returns.
- Complete over the phone faulty goods claims assessments immediately.
- Daily processing of credits/debits/price adjustments.
- Respond to all online consumer enquiries within 24 hours.
- Complete faulty consumer returns enquiries within 24 hours of receiving.
- Respond to all wholesale freight/transport enquiries within 24 hours.
- Complete daily freight/transport manifests.
- SAP systems.
- Intermediate skills in MS office.
- Strong interpersonal, communication and relationship building skills.
- Technical and Claims expertise.
- Sales Support/Claims/Customer Service and/or Retail experience.
- Working knowledge of SAP/other systems and Microsoft applications (Excel etc.)
- Team Leader, Claims
- Manager, Customer Services
- Customer Service team
- Sales Team
- 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.