Senior German-Speaking Customer Care & Order Management

HEINEKEN Global Shared Services; Kraków; On-site; PLN 60,000 - 100,000; Full time

Job summary

HEINEKEN Kraków (HEINEKEN Global Shared Services) seeks a Customer Service Representative to support Order Management, Case Handling, and Reporting activities. You will ensure seamless end-to-end service delivery across channels for a growing shared services team.

You will work with cross-functional teams, drive process improvements, and contribute to high-quality customer interactions. English and German language skills are required, with opportunities at Junior to Senior levels.

Qualifications

• 2-5 years in Customer Service / Order Management / Customer Care
• Familiarity with process standardization, automation, and continuous improvement approaches (e.g., TPM, Lean, Six Sigma)
• Strong verbal and written communication skills, English and German proficiency
• Experience with SAP and Microsoft Office 365
• Experience with order management digital platforms and customer care tools

Responsibilities

• Execute Order Management across channels (EDI, B2B, VMI, manual) and ensure compliance with terms
• Manage and resolve customer cases (RQC) within SLAs and document in care platforms
• Track order status, handle exceptions, and communicate changes to customers
• Run VoC campaigns, analyze feedback, identify pain points, and drive improvements
• Monitor Order Management KPIs and ensure SLA compliance; escalate risks as needed
• Collaborate with Customer Service, Logistics, Finance, and Sales to align CS activities
• Apply TPM and continuous improvement to order management processes, seeking automation opportunities

Skills

Customer service

Order management

Communication skills

Active listening

Empathy

Customer-centric mindset

Education

Bachelor's degree

Tools

Microsoft Office 365

SAP

Order management platforms

Customer survey platforms

Job description

HEINEKEN Kraków (HEINEKEN Global Shared Services) seeks a Customer Service Representative to support Order Management, Case Handling, and Reporting activities. You will ensure seamless end-to-end service delivery across channels for a growing shared services team.

You will work with cross-functional teams, drive process improvements, and contribute to high-quality customer interactions. English and German language skills are required, with opportunities at Junior to Senior levels.