German-Speaking Customer Service & Order Excellence Lead

Heineken

Kraków

On-site

PLN 90,000 - 120,000

Full time

14 days+

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Job summary

HEINEKEN Kraków is seeking a Senior Customer Service Representative fluent in German to join our shared services team. You will manage end-to-end order processing, handle customer cases, and contribute to VoC initiatives while partnering with Logistics, Finance, and Sales to sustain service excellence.

Required are 2-5 years in customer service roles, English and German proficiency, and experience with MS Office 365 and SAP.

Qualifications

2-5 years of Customer Service/Order Management/Customer Care experience.
Familiarity with process standardization, automation, and continuous improvement (e.g., TPM, Lean, Six Sigma).
Strong English and German language skills (advanced German).
Proficiency with MS Office 365 apps and SAP.

Responsibilities

Order Management Execution: process and validate customer orders across channels and coordinate with logistics teams.
Case Management Execution: manage and resolve customer cases within SLA; document and route issues.
VoC & Insights: collect feedback, analyze pain points, and support improvement actions.
Service Performance & SLA: monitor KPIs, ensure SLA adherence, escalate risks when needed.
Cross-functional Collaboration: coordinate with CS, Logistics, Finance, and Sales; support continuous improvement.