Customer Claims & Dispute Manager Specialist

Job Description

Are you ready to join a dynamic team where your attention to detail and communication skills can make a real impact? Are you excited to help ensure timely claims resolution and maintain positive relationships with clients? Join the LEGO Group® Order to Cash (OTC) department in Prague!

Core Responsibilities

• Oversee end-to-end claims operations to ensure timely, accurate, and compliant claim resolution
• Analyze coverage, liability, and damages to determine claim eligibility and settlement outcomes
• Communicate with customers, logistic providers, and internal partners to resolve claims efficiently
• Manage assigned claim portfolios, including complex or high-risk cases
• Identify potential fraud, or recovery opportunities and escalate as needed
• Prepare claim recommendations, settlements, denials, and credit note
• Monitor claim progress, timelines, and reserve accuracy
• Collaborate with collection team to align prioritization & execution
• Analyze the root causes and work on the prevention
• Identify trends, risks, and process gaps; implement continuous improvement initiatives (automatization & standardization)
• Create & monitor key performance indicators (benchmarks)
• Reducing unnecessary payouts and costs while preserving customer loyalty—thereby increasing net revenue and long-term profitability
• Estimated travel activity – up to 10 days per year

This position is based in Prague – Jinonice, and relocation assistance is not offered for this role.

Play your part in our team succeeding

The OTC department supports the LEGO Group by delivering consistent, high-quality, and customer focused execution of processes, combined with strong partner management. This enables Business Service Operations (BSO) to deliver significant value to the overall organization!

As a Claims Management Specialist, you will play a key role in maintaining a sustainable and high-performing OTC function. You will work in a collaborative and dynamic environment where process excellence, quality, continuous improvement, and a positive team culture are at the heart of everything we do.

Do you have what it takes?

• Extensive working experience from claims/dispute function, international customer service or order management
• Advanced level of English
• Experience in international customer service role
• Experience of working and driving a highly collaborative environment in a global setting, promoting coherence and the end-to-end perspective
• Significant business and market understanding at operational and tactical level
• SAP knowledge, High radius and/or other claims/dispute software’s at experienced level
• Personal drive and initiative, excellent collaboration skills and demonstrated ability to build trust and credibility with assigned business areas or other key partners

What would be an advantage?

• Proven working experience in a Shared Service Centre environment, where focus have been on optimization and process excellence
• Knowledge of Lean Management and/or Automatization tools
• Additional European language (German, French, Spanish, or Italian) is a plus

#li-eb2

#LI-Hybrid

#bsoprague

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.