Customer Service Analyst

Are you passionate about delivering exceptional customer experiences and managing end-to-end order processes? Join us as Customer Service Analyst providing services to North America, where you’ll work alongside internal and external partners to resolve challenges and enhance order fulfillment and logistics operations.
In this role, you’ll foster collaboration across teams, manage critical customer logistics, and drive continuous improvement initiatives to contribute to the success of our regional operations. This role is based in Querétaro, México and offers flexible model of work.
A Taste of What You’ll Be Doing
**Customer Relationship Management**: Serve as the primary point of contact for assigned customers and sales partners, managing the fulfillment of customer orders to ensure on-time and in-full delivery (OTIF). Communicate effectively with stakeholders to reduce pricing discrepancies, resolve case fill issues, and address delivery delays.
**Process Optimization and Problem Solving**: Identify opportunities for continuous improvement within the order management process and drive efficiencies by leveraging tools such as SAP and Celonis. Proactively implement solutions to enhance customer service initiatives and deliver consistent results.
**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 enhance the overall customer experience.
**Performance Monitoring and Policy Compliance**: Evaluate and ensure adherence to service-level agreements (SLAs), key performance indicators (KPIs), and internal policies, including GAAP, SOX, and audit requirements. Track and report performance metrics to identify improvement opportunities.
**Capability Building and Innovation**: Foster a culture of learning by participating in training and development programs. Contribute to special projects and continuous improvement initiatives, identifying innovative solutions to enhance process efficiency and quality.
We’re Looking for Someone With
Bachelor’s degree in business administration, Logistics, or a related field.
Strong computer skills, including proficiency with ERP systems (e.g., SAP) and Microsoft Office.
Experience working with Order to Delivery Customer Service/support.
Exceptional time management and organizational capabilities, with the ability to handle competing priorities.
Advanced analytical, strategic mindset, problem-solving, and decision-making skills.
Excellent verbal and written communication abilities in a professional setting.
Advanced English level is mandatory - at least C1.
What’s Next
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.
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.