Analyst, GBS - Contact Center
Read straight from Kraft Heinz's careers page, verified 16h ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
LocationMexico City - Antara Tower A - 5th Floor - Local Office
Work modeon-site
Typefull-time
SeniorityMid
Experience2+ yrs
Company size10,000+ people
PostedOct 23, 2026 · 1w ago
Verified live16h ago
At a glanceSummarised by Seekless from the posting.
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
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)
Skills
Microsoft Office
Excel
Word
Outlook
Job Description
Job Purpose
The Customer Care Sr. Agent 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.
Responsibilities
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; escalate 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.
Requirements
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.
Nice to have
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.