Collections Specialist with German

At HEINEKEN Kraków (HEINEKEN Global Shared Services) 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:

Key Responsibilities:

- Owns the Customer Ledger and is responsible for keeping it clear and meeting collection targets
- Acts as a Business Partner to OpCos (e.g. Cash/ Pre Legal Collectors, Sales, Customer Service,) in order to provide timely and accurate data and ensure effective collections and disputes management
- Manages customer relationship and ensure a high level of service is provided at all times

- Handles incoming and outgoing calls with customers
- Identifies held orders and takes appropriate actions to resolve them managing the credit limit exceeded process in accordance with credit policy
- Drives improvements, is customer oriented and uses language skills to liaise with local customers and understands their pain points

- Uses strong analytical and digital skills to create better insights, ensure disputes are resolved and prevented from repeating in future
- Demonstrates pro-activeness in improving customer satisfaction and reducing timelines for disputes resolution, facilitates the identification and resolution of any customer disputes
- Manages customers queries, solves and closes disputes and performs root cause analyses- Work collaboratively with other HGSS teams to ensure effective delivery of collection and dispute processes and that standards are being followed- Regularly updates the Team Leader about developments and progress of collection process and dispute resolution progress, opportunities and challenges
- Drives own personal development in Finance specific skills and business knowledge of implementing his/her development plan
- Ensures process controls, policies and compliance are adhered to and suggest any improvements as appropriate
- Maintains complete and up to date process documentation

You are a good candidate if you have: 

• German level C1
• English level B2
• at least 3 years of experience in OTC Collection area
• experience in accounting background & expertise
• strong customer focus
• Collection experience 
• Off Trade customers
• ability to deal with resistance
• understanding of end2end Order to Cash process-Business knowledge
• written and verbal communication skills
• experience in multi-national environment (incl. Shared Services Centers)
• negotiation skills.