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Date:  Jul 9, 2024
Job Req ID:  18950
Category:  Supply Chain and Operations
Country/Region:  MX
City:  Querétaro
Workplace:  Hybrid

Title:  Customer Service Analyst


If you’re ready to bring the best, join the OTD Team as a Customer Service Analyst. You will Manage the end-to-end order process and provide exceptional internal and external customer service for smaller, less complex customers. Develop solutions and become a process expert through collaboration and analytics. Also, partner with internal and external customers at all levels, including senior management to identify trends, perform root cause analyses, and develop solutions to resolve customer logistics, order fulfillment, and transportation issues. You will support and promote a customer-centered culture serving as a consultant to internal/external customers, striving to exceed customer needs, requirements, and expectations. You will be in charge of identifying continuous improvement opportunities and drive efficiencies within the order process. Furthermore, you will contribute to a team environment that is focused on high performance and operational excellence. This hybrid role is located in Querétaro, México, with the expectation to be in the office 3 days per week / 2 days at home office – subject to change.


Based on your performance, you’ll have the opportunity to grow in your role. Plus, on the days you’re in the office, no matter which office you’ll be at, there will be a free snack to enjoy the brands we’re all so proud to represent.



A Taste of What You’ll Be Doing


  • Customers and Operations: Serve as a single point of contact for assigned customers and sales. Manage fulfillment of customer orders to ensure consistent and reliable performance and customer order process from order placement to order receipt. Also, Support hyper-care customer situations for optimal service, including escalations and prioritization reviews.
  • Customer Service: Communicate with customers during the lifecycle of the order process, including meetings and presentations. Manage solutions to enhance customer service initiatives and to provide consistent service. Develop and enhance business relationships with various partners, both internal and external such as such as VAS, EDI, 09, and inventory teams.
  • Analysis of Communications and Platforms: Perform analysis and communications to reduce/eliminate pricing discrepancies, OS&D, and returns.Manage the use of SAP by leveraging tools and data.Execute personalized customer logistics strategies.Maintain a full understanding of customers’ strategies, policies, and key personnel, as well as Kellanova’s terms of sale, and internal policies.
  • Facilitate OTD problem resolution including: Order hold/release, EDI/Invoicing issues, Pricing issues, Collaborate on deductions. Manage credit risk and order hold decisions. Ensure consistent application and adherence of all Kellanova OTD policies including adherence to GAAP, SOX and audit requirements.
  • Continuous Improvement: Trend analysis to drive continuous improvement related to order management processes and systems. Proactively partner with internal and external customers to identify trends and resolve order management issues. Provide direction and assistance to global team in resolving issues to meet order management metrics.


We’re Looking for Someone With


  • Bachelor’s degree in Administration, Business, or related field.
  • 2-3 years of Customer relationship management experience. Strong knowledge of customer relationship management principles including customer service, collections, deductions, and related activities.
  • Computer skills, including experience with ERP systems and MS Office.
  • Excellent verbal and written communication skills in English is mandatory for this role.
  • Deep analytical and problem-solving and Strong negotiation and decision-making skills.
  • Ability to manage multiple and sometimes conflicting priorities and specific time constraints.
  • Solid time management skills and ability to work in a team environment.


What’s Next

After you apply, your application will be reviewed by a real recruiter, so it may take us a few weeks to get back with you by email or phone. Visit our How We Hire page to get insights into our hiring process and more about what we offer.

If you join our team, you’ll be rewarded for the difference you make. Our comprehensive benefits offer you the support you need through your life events, big or small. Visit our benefits page & be sure to ask your recruiter for more specific information.


Get to Know Us


At Kellanova, we are driven by our vision to be the world’s best-performing snacks-led powerhouse, unleashing the full potential of our differentiated brands and our passionate people. Our portfolio of iconic, world-class brands include Pringles, Cheez-It, Pop-Tarts, MorningStar Farms, Special K, Krave, Zucaritas, Tresor, Crunchy Nut, among others.


Kellanova’s Culture of Best means we bring our best to all that we do in pursuit of our vision to be the world’s best performing snacks-led powerhouse. Our culture celebrates boldness and empowers our people to challenge the status quo, achieve results, and win together.


Our focus on Equity, Diversity, and Inclusion (ED&I) enables us to build a culture of belonging where all employees have a place at the table and are inspired to share their passion, talents and ideas to work.


The future is full of flavor at Kellanova.

Kellanova is an Equal Opportunity Employer that strives to provide an inclusive work environment, a seat for everyone at the table, and embraces the diverse talent of its people. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law. For more information regarding our efforts to advance Equity, Diversity & Inclusion, please visit our website here.  


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