Customer Service Analyst - Order Management

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 youll work alongside internal and external partners to resolve challenges and enhance order fulfillment and logistics operations.

In this role, youll 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 a flexible model of work.

A Taste of What Youll 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 logistical 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.

Were Looking for Someone With

• Bachelors degree in business administration Logistics, or related.
• 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 English level as the position provide services to US.

Whats 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. If you join our team, youll be rewarded for the difference you make. Our comprehensive benefits offer you the support you need through your life events, big or small.

Get to Know Us

Weve always been driven to unleash the full potential of our differentiated brands and our passionate people. Our iconic, world-class brands at Kellanova include Pringles, Cheez-It, Pop-Tarts, MorningStar Farms, Special K, Krave, Zucaritas, Tresor, Crunchy Nut, among others.

Mars, Incorporated has acquired Kellanova in a transaction that brings together iconic brands, storied legacies and outstanding capabilities with a view to shape the future of snacking. You can learn more , and our hiring teams will be happy to discuss further questions if your application advances in the hiring process.

Lets 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.