Senior Collections Specialist / Team Coordinator with Dutch

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.

We are looking for an experienced Senior Collections Specialist / Team Coordinator to join our international Order-to-Cash team. This role is ideal for a senior collections professional who enjoys taking ownership, coaching others, driving operational excellence, and building strong business partnerships. You will combine hands-on portfolio management with reporting, performance analysis, stakeholder management, and team coordination to ensure operational excellence and outstanding customer service. As a senior member of the team, you will act as a subject matter expert, support the Team Leader in daily operations, coach colleagues, and serve as the escalation point for complex collection cases. You will work closely with Sales, Customer Service, Finance, and other stakeholders to continuously improve processes and business performance.

Your responsibilities would include:

Collections & Portfolio Management

• managing and optimizing an assigned customer portfolio using OnGuard, SAP, and other Order-to-Cash tools to ensure timely collection of outstanding receivables

• building and maintaining strong customer relationships while delivering an excellent customer experience

• handling inbound and outbound communication with customers regarding outstanding balances, payment commitments, account reconciliations, and collection-related matters

• conducting regular portfolio reviews to identify collection risks, payment trends, and opportunities to improve cash flow and collection performance

• investigating and coordinating the resolution of customer disputes, ensuring root causes are identified and preventive actions are implemented

• analyzing customer payment behaviour and recommending appropriate collection strategies

• acting as an escalation point for complex collection cases and providing expert guidance to team members

• collaborating closely with Sales, Customer Service, Finance, and other business stakeholders to resolve customer issues and support business objectives.

Team Coordination & Leadership

• supporting the Team Leader in coordinating daily operational activities

• leading daily team huddles and acting as backup for the Team Leader during operational meetings with Operating Companies

• coaching and supporting team members by sharing knowledge, best practices, and providing day-to-day operational guidance

• monitoring team performance, ensuring operational KPIs, quality standards, and Service Level Agreements are achieved

• coordinating workload and helping prioritize activities to ensure efficient service delivery

• supporting the onboarding and development of new team members

• fostering a collaborative, customer-focused, and high-performing team environment.

Reporting & Operational Excellence

• preparing and analyzing operational reports, KPIs, portfolio performance, aging reports, and dispute trends using OnGuard, SAP, and Microsoft Excel

• transforming data into meaningful business insights and recommending actions to improve operational performance

• monitoring compliance with Order-to-Cash processes, internal controls, and company policies

• identifying process gaps, recommending improvements, and supporting automation and continuous improvement initiatives

• ensuring operational delivery meets business objectives while maintaining high quality and efficiency.

Stakeholder Management

• acting as the key escalation point between Collections, Sales, Customer Service, Finance, and other business stakeholders

• building strong cross-functional relationships to resolve complex operational issues

• supporting decision-making by providing performance analysis and operational insights

• promoting collaboration and knowledge sharing across teams to improve customer experience and business results.

You are a good candidate if you have: 

• excellent written and verbal Dutch (C1/C2)

• English B2 or better

• minimum 3 years of experience within the Order-to-Cash (O2C) process, preferably in Collections

• hands-on experience working with OnGuard, SAP, and Microsoft Excel

• strong knowledge of Accounts Receivable, Collections, Dispute Management, Portfolio Management, and Order-to-Cash processes

• excellent analytical skills with the ability to interpret data and identify trends

• strong communication, stakeholder management, and problem-solving skills

• leadership skills with experience coaching colleagues or coordinating operational activities

• ability to work independently, prioritize effectively, and perform well in a fast-paced international environment.

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.

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What we offer:

• Private Medical Healthcare

• Performance bonus

• Pluxee card

• Life insurance

• Referral program

• Development opportunities

• Local and global job opportunities within HEINEKEN

• Hybrid work model