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.

Your responsibilities would include:

Order Management Execution

• processing and validate customer orders across channels (EDI, B2B, VMI, manual)
• ensuring compliance with Logistics Trade Terms
• coordinating order confirmation and delivery creation with logistics teams

Case Management Execution

• managing and resolve customer cases (requests, queries, and complaints (RQC) in line with SLAs
• investigating root causes using knowledge tools and collaborate with stakeholders
• ensuring accurate case registration, categorization, routing and documentation in Customer Care platforms

Order Monitoring & Issue Resolution

• tracking and monitoring order status and manage exceptions or delays
• communicating proactively with customers on order status and changes
• resolving order-related issues with internal stakeholders

Voice of Customer (VoC) & Insights

• managing and executing VoC campaigns and collect structured customer feedback
• analyzing customer feedback and identify recurring pain points
• supporting inner and outer loop processes and improvement actions

Service Performance & SLA Compliance

• monitoring Order Management KPIs such as ZTO, CFR, and LTT Compliance
• ensuring SLA adherence and processing compliance/standards
• identifying risks impacting order fulfilment
• monitoring Customer Care KPIs (E.g. First Contact Rate, Average Closing Time​ RQC, % Closed within SLA, NPS + Solid Baseline)
• escalating risks and service issues when required
• managing and improving reporting, master data quality, and analytics for order management and customer care processes

Cross-functional & OpCo Collaboration

• communicating with Customer Service, Logistics, Finance, and Sales teams for the purpose of executing CS activities
• following the aligned priorities, peaks, and constraints, cascaded down by direct manager or shared on the operational review/DCS/WCS
• participating in operational reviews/ forums / control systems of the CS Hub

Continuous Improvement & TPM

• applying TPM and continuous improvement practices to order management processes
• identifying automation and standardization opportunities
• supporting 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 experience
• familiarity 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 organization
• strong verbal and written communication skills, complemented by active listening, empathy, and a customer-centric mindset.
• Microsoft Office 365 apps + SAP
• experience with order management digital platforms
• experience with customer case management / customer survey platforms
• advanced level of English and at least upper-intermediate level of German.

Nice to have:

• experience in Order-to-Cash / Supply Chain Operations
• experience working for a multinational organization
• experience 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.

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