Senior Customer Service Representative - 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 Representative executes both Order Management, Customer Care and Reporting & Analytics processes, ensuring seamless end-to-end customer service delivery and high-quality customer interactions across channels. Multiple openings are available for this position, with opportunities at Junior, Mid-Level, and Senior levels. Your responsibilities would include: Order Management Executionprocessing and validate customer orders across channels (EDI, B2B, VMI, manual)ensuring compliance with Logistics Trade Termscoordinating order confirmation and delivery creation with logistics teams Case Management Executionmanaging and resolve customer cases (requests, queries, and complaints (RQC) in line with SL

• Asinvestigating root causes using knowledge tools and collaborate with stakeholdersensuring accurate case registration, categorization, routing and documentation in Customer Care platforms Order Monitoring & Issue Resolutiontracking and monitoring order status and manage exceptions or delayscommunicating proactively with customers on order status and changesresolving order-related issues with internal stakeholders Voice of Customer (VoC) & Insightsmanaging and executing VoC campaigns and collect structured customer feedbackanalyzing customer feedback and identify recurring pain pointssupporting inner and outer loop processes and improvement actions Service Performance & SLA Compliancemonitoring Order Management KPIs such as ZTO, CFR, and LTT Complianceensuring SLA adherence and processing compliance/standardsidentifying risks impacting order fulfilmentmonitoring Customer Care KPIs (E.g. First Contact Rate, Average Closing Time​ RQC, % Closed within SLA, NPS + Solid Baseline)escalating risks and service issues when requiredmanaging and improving reporting, master data quality, and analytics for order management and customer care processes Cross-functional & OpCo Collaborationcommunicating with Customer Service, Logistics, Finance, and Sales teams for the purpose of executing CS activitiesfollowing the aligned priorities, peaks, and constraints, cascaded down by direct manager or shared on the operational review/DCS/WC
• Sparticipating in operational reviews/ forums / control systems of the CS Hub Continuous Improvement & TP
• Mapplying TPM and continuous improvement practices to order management processesidentifying automation and standardization opportunitiessupporting implementation of improvements, also leveraging customer feedback. You are a good match if you have: 2 - 5 years (Bachelor); Customer Service / Order Management/Fulfilment / Customer Care experiencefamiliarity with process standardization, automation, and continuous improvement approaches (e.g., TPM, Lean, Six Sigma, digital process optimization)basic understanding of how Customer Service interacts with Commercial, Supply Chain, Finance, and Digital functions within an FMCG organizationstrong verbal and written communication skills, complemented by active listening, empathy, and a customer-centric mindset.

Microsoft Office 365 apps + SA

Pexperience with order management digital platformsexperience with customer case management / customer survey platformsadvanced level of English and at least upper-intermediate level of German. Nice to have: experience 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.