Italian-Speaking Collections Specialist

HEINEKEN Global Shared Services; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Tools

SAP

Heiflow

Job description

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