Internship - Global Customer Service Capabilities

Internship - Global Customer Service Capabilities

Location: Amsterdam, Netherlands

Function: Supply Chain

Are you an eager learner? Join HEINEKEN's Global Customer Service Capability Team and support us in turning fresh ideas into clear and practical training materials, while finding better ways for teams to connect with customers. You will use your creativity and strong communication skills to make a real impact on how people learn, perform, and succeed from day one.

Help us shape our Learning Pathways by mapping and designing training materials, and supporting capability development. This role combines elements of Project Management, Content Creation, Communication Skills, Stakeholder Collaboration, Digital Proficiency and a Learning & Development Mindset
, offering hands‑on experience in improving both employee performance and customer experience.

• Design and develop learning paths, training materials, and digital content to support capability development across customer service teams.
• Help organize and maintain the Knowledge Centre and SharePoint, ensuring content is clear, engaging, and easily accessible.
• Identify skill gaps, support upskilling initiatives, and contribute to building structured learning journeys for different roles.
• Create training guides and communication roadmaps, while assisting in tracking learning progress and gathering feedback to continuously improve training effectiveness.
• Contribute to projects aimed at enhancing customer experience through better communication and knowledge sharing.

This internship is focused on Customer Service Capabilities, including Sales Order Management and Customer Care. The Global Customer Service Capabilities team, part of Global Customer Service & Logistics, manages a wide range of global programs and knowledge materials. The team works highly cross‑functionally, being part of the Global Supply Chain while collaborating closely with Learning & Development, D&T, Commerce, and Logistics to align training initiatives with business needs.

Report to Global Customer Service Lead, who is responsible for Knowledge Management and overall capabilities development.

• Currently enrolled in a master’s degree programme, preferably in a Communication, Human Resources, Logistics, Social and Behavioral Sciences area.
• You have a passion for customer experience and an interest in digital tools and learning innovation.
• You enjoy collaborating in an international environment and turning feedback into improvement.
• Proactive, enthusiastic, disciplined and high learning agility.
• General computer skills and proficiency in Microsoft Office, Media software.

• You are enrolled at an educational institution for the entire duration of your internship and can provide proof of enrollment for the current academic year during your onboarding.
• In the case of non‑EU nationality, you must be registered as an intern with a Dutch educational institution.
• In case of EU nationality, you may also be registered as an intern at educational institutions outside the EU.
• You reside in the Netherlands for the entire duration of your internship. Please note that HEINEKEN does not provide housing.
• You are in possession of a valid citizen service number (BSN).

• A full‑time internship, starting on September 1, 2026.
• The duration of the internship is 5 or 6 months (to be agreed upon with your internship supervisor).
• Your home office will be located in Amsterdam/Schiphol.
• At HEINEKEN, we work with a hybrid model, typically spending three days a week at the office and two days working from home.
• You will receive a monthly internship allowance of €650 gross based on a 40‑hour workweek.
• You will earn 2 vacation days per month (based on a full‑time internship).
• If you do not have a public transport student subscription, your commuting costs will be fully reimbursed.