Customer Service Senior Team Lead - German speaking

At HEINEKEN Kraków (HEINEKEN Global Shared Services) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN.

We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges. The Customer Service Senior Team Lead is responsible for the end-to-end delivery and performance of Order Management and Customer Care processes within the Center, across multiple OpCos. The role ensures operational excellence, service performance, and continuous improvement, leading Customer Service teams and driving execution in line with the Global Customer Service Blueprint. This role operates within a lift-and-shift transformation context, with initial focus on ensuring stable service migration and continuity before driving standardization and improvement. Your responsibilities would include: Customer Service Process Executionowing the delivery of Order Management and Customer Care processes across supported OpCosorder Management: E.g. Order Intake, Processingcustomer Care: E.g. Voice of the Customer (NPS), Case Management (Requests/Queries/Complaints)ensuring processes are executed in line with global standards, SOPs, and service catalogue.driving alignment of ways of working across teams and markets Service Performance Managementowing and deliver against key KPIs (e.g., SLA adherence & backlog, CFR, ZTO, CS Productivity, NPS, FCR, RR)monitoring performance trends and identifing risks and improvement areasdriving corrective actions and performance improvement plans with teamsidentifing and driving continuous improvements in process efficiency, quality, and customer experience Team Leadership & Execution Managementleading and developing employees, ensuring clear accountability and performance managementensuring effective workload distribution and operational execution across teamsfostering a customer centric and performance-driven culturecontributing to TPM (Total Productive Management) initiatives, embedding continuous improvement and efficiency practices within Customer Service/ CV Pillar operations Stakeholder & OpCo Managementacting as the single operational and tactical contact for OpCos for Order Management and Customer Care processesmanaging expectations and communication on service performance, issues, and prioritiescollaborating with cross-functional OpCo/HBS teams (Supply Chain, Sales, Logistics, Finance, Excellence Teamsrepresenting Customer Service in OpCo governance forums, providing input on service performance, risks, and improvement actions Leadership & Team Performanceleading, coaching, and developing employees, ensuring clear accountability for service delivery and people managementseting clear performance expectations, objectives, and KPIs for teams aligned with service targetsfostering customer service excellence execution culture, driving accountability and seamless end-to-end collaboration across functions, including Finance and Sales.driving talent management while ensuring business continuity through succession planning. You are a good match if you have: minimum Bachelor’s degree in Business, Supply Chain, or related fieldstrong understanding of Customer Service processes within the Market-to-Cash value chain, including Order Management, VOC and Customer Care Managementknowledge of Global Business Services or Shared Service environments, including service governance, service catalogues, SLA management, and multi-market service deliveryknowledge of KPI frameworks, service performance management, and continuous improvement methodologies used to manage large-scale service operationsfamiliarity with process standardization, automation, and continuous improvement approaches (E.g. TPM, Lean, Six Sigma, digital process optimization)strong understanding of how Customer Service interacts with Commercial, Supply Chain, Finance, and Digital functions within an FMCG organization7-10 years of working experience in Supply Chain/Customer Service functions with 3–5 years leading operational teams within service operationsstrong knowledge of Order Management and Customer Care Management processes and KPI’sexperience driving process standardization, automation, or continuous improvement initiativesstrong stakeholder management, performance management, and problem-solving skillsadvanced level of English and at least upper-intermediate level of German. Nice to have: experience in a contact center environment and/or use of CRM, order management, and case management platformsexperience in Order-to-Cash / Supply Chain Operationsexperience working for a multinational organizationexperience working in a shared service, process-driven, or service center environment. At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.