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, focused on being inclusive, diverse and open to new challenges.
The Customer Service Representative executes 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 Execution: Process and validate customer orders across EDI, B2B, VMI, and manual channels, ensuring compliance with Logistics Trade Terms, and coordinate order confirmation and delivery creation with logistics teams.
- Case Management Execution: Manage and resolve customer requests, queries, and complaints in line with SLAs; investigate root causes; collaborate with stakeholders; and ensure accurate case registration, categorization, routing, and documentation.
- Order Monitoring & Issue Resolution: Track order status, manage exceptions or delays, communicate proactively with customers, and resolve order-related issues with internal stakeholders.
- Voice of Customer & Insights: Manage Voice of Customer campaigns, collect structured customer feedback, analyze recurring pain points, and support improvement actions.
- Service Performance & SLA Compliance: Monitor Order Management and Customer Care KPIs, ensure SLA adherence, identify fulfilment risks, and manage reporting, master data quality, and analytics.
- Cross-functional & OpCo Collaboration: Communicate with Customer Service, Logistics, Finance, and Sales teams and participate in operational reviews, forums, and control systems of the Customer Service Hub.
- Continuous Improvement & TPM: Apply TPM and continuous improvement practices, identify automation and standardization opportunities, and support implementation of improvements.
You are a good match if you have
- 2–5 years of experience with a Bachelor’s degree, in Customer Service, Order Management, Fulfilment, or Customer Care.
- Familiarity with process standardization, automation, and continuous improvement approaches such as TPM, Lean, Six Sigma, or digital process optimization.
- Understanding of how Customer Service interacts with Commercial, Supply Chain, Finance, and Digital functions in an FMCG organization.
- Strong verbal and written communication skills, active listening, empathy, and a customer-centric mindset.
- Experience with Microsoft Office 365, SAP, order management platforms, customer case management, or customer survey platforms.
- Advanced English and at least upper-intermediate German.
Nice to have
- Experience in Order-to-Cash or Supply Chain Operations.
- Experience working for a multinational organization.
- Experience in a shared service, process-driven, or service center environment.
HEINEKEN Kraków takes integrity and ethical conduct seriously and encourages reporting concerns about potential violations of legal regulations or its Code of Business Conduct.