Collections Specialist with Italian

HEINEKEN Global Shared Services; Kraków; On-site; PLN 78,000 - 123,000; Full time

Job summary

HEINEKEN Kraków, part of HEINEKEN Global Shared Services, is seeking an Order to Cash Specialist to support our international business. You will manage cash collection, act as a finance partner for OpCos, and resolve disputes with data-driven insights.

The role requires Italian C1, English B2, strong communication, and solid Excel/SAP skills. You will contribute to process improvements and collaborate across multinational teams to drive value and compliance.

Qualifications

• Italian at C1 level or higher.
• English at B2 level or higher.
• Strong customer focus and communication skills.
• Solid negotiation and influencing skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manage Customer Ledger and ensure accuracy of collections targets.
• Act as Finance Partner to OpCos with data support for disputes.
• Build and maintain strong customer relationships; handle inquiries with high service level.
• Identify and resolve held orders and credit limit issues per policy.
• Proactively analyze disputes: root causes, resolution, recurrence prevention.
• Drive process improvements using analytical and digital skills for efficiency.
• Collaborate with HGSS teams to ensure process compliance and standards.
• Provide regular progress updates to Team Leader; escalate when needed.

Skills

Italian (C1)

English (B2+)

Customer focus

Negotiation

Analytical skills

Order to Cash

Logistics knowledge

Root cause analysis

Stakeholder communication

Multinational experience

Finance behaviours

Tools

SAP

Heiflow

Excel

Word

PowerPoint

Job description

At HEINEKEN Kraków (Heineken Business Services Poland) 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.

Your responsibilities would include:

• managing the Customer Ledger, ensuring accuracy and achievement of collection targets
• acting as a Business Partner to OpCos (e.g., Sales, Customer Service, Pre-Legal Collectors) by providing accurate data and supporting effective collections and disputes resolution
• building and maintaining strong customer relationships, handling calls and queries while ensuring a high level of service
• identifying and resolving held orders and credit limit issues in line with credit policy
• proactively managing disputes: analyzing root causes, resolving issues, and preventing recurrence
• driving process improvements using analytical and digital skills to enhance insights and efficiency
• collaborating with other HGSS teams to ensure compliance with processes and standards
• providing regular updates to the Team Leader on progress, challenges, and opportunities
• taking ownership of personal development in finance skills and business knowledge
• ensuring adherence to process controls, policies, and compliance, suggesting improvements where needed
• maintaining accurate and up-to-date process documentation

You are a good candidate if you have:

• Italian on at least C1 level
• English B2 or better
• strong customer focus and communication skills
• solid negotiation and influencing skills, with the ability to handle resistance effectively
• strong analytical and problem-solving abilities
• good understanding of the end-to-end Order to Cash process
• business knowledge, including logistics
• ability to identify root causes and translate them into improvements
• proven experience in written and verbal communication across diverse stakeholders
• experience working in a multinational environment (including Shared Services Centres)
• mindset and behaviours aligned with HEINEKEN Finance Behaviours
• strong practical skills in Excel, Word, PowerPoint, SAP, Heiflow

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 HBSP Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.