Collections & Disputes Specialist ‎with Romanian

at  Heineken International BV

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:

• ownership over the Customer Ledger and responsibility for keeping it clear and meeting collection targets
• acting 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
• managing customer relationship and ensuring a high level of service is provided at all times
• handling incoming and outgoing calls with customers
• identifying held orders and taking appropriate actions to resolve them managing the credit limit exceeded process in accordance with credit policy
• driving improvements, being customer oriented and useing language skills to liaise with local customers and understanding their pain points
• useing strong analytical and digital skills to create better insights, ensuring disputes are resolved and prevented from repeating in future
• demonstrating pro-activeness in improving customer satisfaction and reducing timelines for disputes resolution, facilitating the identification and resolution of any customer disputes
• managing customers queries, solving and closing disputes and performing root cause analyses
• working collaboratively with other HGSS teams to ensure effective delivery of collection and dispute processes and that standards are being followed
• regularly updating the Team Leader about developments and progress of collection process and dispute resolution progress, opportunities and challenges
• driving own personal development in Finance specific skills and business knowledge of implementing your development plan
• ensuring process controls, policies and compliance are adhered to and suggest any improvements as appropriate
• maintaining complete and up to date process documentation.

You are a good candidate if you have:

• excellent written and verbal Romanian (C1/C2)
• English B2 or better
• strong customer focus
• strong communicator
• negotiation skills
• influencing skills
• ability to deal with resistance
• strong analytical skills
• strong understanding of end2end Order to Cash process
• business knowledge including logistic part
• ability to translate rout causes into improvements
• problem solving skills
• written and verbal communication skills
• experience in multi-national environment (incl. Shared Services Centres)
• mind-set and Behaviours aligned with HEINEKEN Finance Behaviours
• strong demonstrated use of Excel, Word, and PowerPoint.

What we offer

• ownership over the Customer Ledger and responsibility for keeping it clear and meeting collection targets
• acting 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
• managing customer relationship and ensuring a high level of service is provided at all times
• handling incoming and outgoing calls with customers
• identifying held orders and taking appropriate actions to resolve them managing the credit limit exceeded process in accordance with credit policy
• driving improvements, being customer oriented and useing language skills to liaise with local customers and understanding their pain points
• useing strong analytical and digital skills to create better insights, ensuring disputes are resolved and prevented from repeating in future
• demonstrating pro-activeness in improving customer satisfaction and reducing timelines for disputes resolution, facilitating the identification and resolution of any customer disputes
• managing customers queries, solving and closing disputes and performing root cause analyses
• working collaboratively with other HGSS teams to ensure effective delivery of collection and dispute processes and that standards are being followed
• regularly updating the Team Leader about developments and progress of collection process and dispute resolution progress, opportunities and challenges
• driving own personal development in Finance specific skills and business knowledge of implementing your development plan
• ensuring process controls, policies and compliance are adhered to and suggest any improvements as appropriate
• maintaining complete and up to date process documentation