Collections Specialist with Italian

HEINEKEN Global Shared Services; Kraków; In loco; PLN 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

HEINEKEN Kraków is seeking an Order-to-Cash analyst to manage the Customer Ledger, partner with OpCos, and ensure accurate collections and dispute resolution. You will build strong customer relationships, handle calls and queries, and maintain a high level of service.

The role requires identifying root causes, driving process improvements, and supporting end-to-end O2C. You will use Excel, SAP, and Heiflow in a multinational Shared Services Centre, contribute to documentation, and report

Competenze

• Italian language (C1) and English (B2+) required.
• Strong customer focus and communication skills.
• Solid negotiation and influencing abilities.
• Analytical and problem-solving capabilities for O2C.

Mansioni

• Manage the Customer Ledger and achieve collection targets.
• Act as a Business Partner to OpCos and support collections/disputes.
• Build and maintain strong customer relationships, handle queries with high service levels.
• Identify and resolve held orders and credit limit issues per policy.
• Proactively analyze disputes, address root causes, and prevent recurrence.
• Drive process improvements with analytical and digital skills.
• Collaborate with HGSS teams to ensure process compliance.
• Provide regular updates to the Team Leader on progress and challenges.
• Develop finance skills and business knowledge continually.
• Ensure adherence to controls, policies, and documentation.

Conoscenze

Italian (C1)

English (B2+)

Customer focus

Negotiation

Communication

Analytical thinking

Problem solving

End-to-End O2C

Logistics knowledge

Multinational experience

Finance behaviours

Excel

SAP

Heiflow

Strumenti

SAP

Heiflow

Descrizione del lavoro

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