Customer Service Senior Analyst

Are you passionate about delivering exceptional customer service while managing complex, high-priority accounts?Join us as a Senior Customer Service Analyst, where you'll oversee the end-to-end order process, leverage your analytical expertise, and champion a customer-focused culture.This role is based in Querétaro, México, as part of Kellanova's Global Business Services (GBS) team and offers a flexible model of work.A Taste of What You'll Be Doing**Customer Management and Service Excellence**: Act as the primary point of contact for assigned complex, high-priority accounts, ensuring consistent and reliable performance.Manage customer situations, including escalations, from order placement to order delivery while proactively identifying and resolving issues to enhance the customer experience.**Process Optimization and Problem Resolution**: Analyze trends and conduct root cause analyses to address pricing discrepancies, OS&D, and returns.Use tools like SAP and Celonis to drive process efficiencies and implement continuous improvement initiatives.**Strategic Collaboration and Stakeholder Engagement**: Partner with internal and external stakeholders, including supply chain, finance, sales teams, brokers, IT, and transportation carriers, to resolve logístical challenges and improve customer outcomes.**Performance Monitoring and Analytics**: Use data-driven insights to evaluate and improve order management processes.Develop and present analytics-based recommendations to sales partners and customers, ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs).**Capability Building and Leadership**: Lead special projects and continuous improvement initiatives to drive innovation within the order management process.Build individual skills through training and participate in pilots, system testing, and service rehearsals before implementing major changes.We're Looking for Someone WithBachelor's degree in Business Administration, Logistics, or a related field.Proven ability to manage complex, high-priority accounts while building and maintaining strong relationships with internal and external stakeholders.Proficiency in ERP systems (e.g., SAP) and Microsoft Office, with demonstrated ability to leverage data for trend analysis and process optimization.Deep analytical expertise and root cause analysis skills to identify and resolve challenges in order management processes.Excellent verbal and written communication skills with the ability to present insights and lead cross-functional projects or initiatives.Commitment, Strong time management skills with the ability to manage competing priorities and consistently meet or exceed performance objectives.Advanced English level is mandatory, as this role provides services to US.What's NextIf 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 UsAt 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.Let's shape the future of snacking.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.