Analyst, GBS - Contact Center

The Kraft Heinz Company; Ciudad de México; On-site; MXN 240,000 - 360,000; Full time

Job summary

The Kraft Heinz Company in Mexico City is seeking a Customer Care & Technical Services Sr Agent to support US & Canadian Foodservice customers. You will monitor portals, log and track complaints, and provide timely technical and compliance documentation.

You will work across Quality, Regulatory, R&D, Sales, Plants, and Procurement to ensure accurate product information and audit-ready records, reporting to the Manager, Quality – AFH & KHI Customer Care.

Qualifications

• 2+ years in customer service, technical services, quality/regulatory documentation, or food manufacturing/foodservice support (or equivalent).
• Experience managing customer requests through portals, ticketing systems, or shared inbox workflows; strong documentation discipline.
• Ability to interpret and communicate product, labeling, and quality/regulatory information clearly to internal and external stakeholders.
• Proficiency with Microsoft Office (Excel/Word/Outlook); ability to manage multiple concurrent requests with attention to detail.

Responsibilities

• Monitor customer portals and intake channels; enter and track all customer complaints and issues in KHC AFH portals and/or other relevant systems.
• Maintain complete, accurate documentation, including issue details, product/lot information, and resolution status; escape as needed.
• Analyze customer cases and interaction trends to identify recurring issues, escalation patterns, and improvement opportunities.
• Prepare and provide product-specific statements and documentation (Allergen, Gluten, GMO, Kosher, etc.) as required.
• Complete and coordinate vendor questionnaires relating to the company, plants, quality systems, and Foodservice-approved products.

Skills

Customer service

Documentation

Communication

MS Office

Tools

PLM databases

Ticketing systems

Customer portals

Job description

Job Description

Job Purpose

The Customer Care & Technical Services Sr Angent supports US & Canadian Foodservice customers by monitoring customer portals, logging and tracking complaints/issues, and providing timely technical and compliance documentation for products approved for sale in Foodservice. This role partners cross-functionally (Quality, Regulatory, R&D, Sales, Plants, and Procurement) to ensure accurate product information, customer-facing statements, and audit-ready records. This role reports into Manager, Quality – AFH & KHI Customer Care.

Essential Functions & Responsibilities

Customer portals & issue management

• Monitor customer portals and intake channels; enter and track all customer complaints and issues in KHC AFH portals and/or other relevant systems.
• Maintain complete, accurate documentation, including issue details, product/lot information, and resolution status; escape as needed.
• Analyze customer cases and interaction trends to identify recurring issues, escalation patterns, and improvement opportunities.

Regulatory, quality, and customer assurance documentation

• Prepare and provide product-specific statements, including: Allergen, Gluten, Vegan/Vegetarian, GMO, Bio-Engineering, Buy American, and Berry Amendment.
• Prepare Letters of Guarantee for direct purchase customers.
• Provide company statements and supporting information (e.g., FSMA, FDA, Bioterrorism).
• Provide 3rd-party audit information and related customer assurance documentation.
• Provide Certificates of Insurance (COI), Certificates of Analysis (COA), and Kosher certificates as requested.
• Provide Quality Programs/Policies documentation (e.g., Allergen Control, Facility & Equipment, Foreign Material, Material/Ingredient Controls).
• Provide Child Nutrition statements and support program-specific inquiries.
• Provide packaging information, labels, lot code interpretations, and shelf-life extension documentation.

Vendor/customer questionnaires

• Complete and coordinate vendor questionnaires relating to the company, plants, quality systems, and Foodservice-approved products; ensure accuracy and alignment with current programs and certifications.

Expected Experience & Required Skills

Required Qualifications

• 2+ years in customer service, technical services, quality/regulatory documentation, or food manufacturing/foodservice support (or equivalent experience).
• Experience managing customer requests through portals, ticketing systems, or shared inbox workflows; strong documentation discipline.
• Ability to interpret and communicate product, labeling, and quality/regulatory information clearly to internal and external stakeholders.
• Proficiency with Microsoft Office (Excel/Word/Outlook); ability to manage multiple concurrent requests with attention to detail.

Preferred Qualifications

• Familiarity with food industry documentation and compliance frameworks (e.g., FSMA, FDA expectations, allergen programs, third-party audits such as SQF/BRCGS).
• Experience working with specifications systems (PLM/spec databases), complaint management tools, and customer portals (including KHC AFH, if applicable).

Core Skills & Competencies

• High attention to detail and quality mindset; strong follow-through and ownership
• Cross-functional coordination and stakeholder management
• Clear written communication and ability to translate technical details for customers
• Organization and prioritization in a high-volume, deadline-driven environment
• Confidential handling of customer, vendor, and compliance information

Location(s)

Mexico City - Antara Tower A - 5th Floor - Local Office

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes**.**