Analyst, GBS - Contact Center

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.

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.

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.

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.