Collections Specialist with Portuguese

The HEINEKEN Company; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

HEINEKEN Kraków is seeking an Order-to-Cash specialist to optimize customer ledgers, support collections, and resolve disputes within a multinational finance team.

You will build strong customer relationships, analyze root causes, and drive process improvements using SAP, Heiflow, and Excel. Shifts run 12 PM–8 PM, with emphasis on accuracy and compliance.

Qualifications

• Fluent in Portuguese (C1/C2) and proficient in English (B2+).
• Strong focus on customer experience and service delivery.
• Proficient in negotiating and influencing stakeholders.
• Analytical thinker with root-cause investigation skills.
• Solid knowledge of the Order-to-Cash cycle and logistics basics.
• Experience in a multinational Shared Services/SSC environment.

Responsibilities

• Manage Customer Ledger and meeting collection targets.
• Act as Finance partner to OpCos with accurate data.
• Maintain strong customer relationships and handle inquiries.
• Resolve held orders and credit limit issues per policy.
• Analyze disputes, identify root causes, drive improvements.
• Improve processes using analytics and digital tools.
• Collaborate with HGSS teams to ensure policy compliance.
• Report progress to Team Leader and stakeholders.

Skills

Portuguese fluency

English proficiency

Customer focus

Negotiation

Analytical skills

Root-cause analysis

O2C process knowledge

Stakeholder communication

Multinational experience

Problem solving

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

• excellent written and verbal Portuguese (C1/C2)
• 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.

This role includes working in shifts (12 PM–8 PM).

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.