Foodservice Compliance & Customer Care Analyst

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

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.