At WK Kellogg Co, we exist to create joy and connection to inspire Gr-r-reat days. We believe that doing good is always good for business and we have stood for this since Kellogg Company was founded more than 120 years ago. We are passionate about doing our part to make nutritious foods, create social connectivity and respect natural resources. Together, these actions create positive progress for people and the planet - today and for years to come. We have big plans for how we are going to accomplish this, and we would love for you to join us in this effort.
**Customer Service Senior Analyst - Order to Delivery (Hybrid | Querétaro)**
Are you ready to elevate your career in Customer Service and Order to Delivery? Join our dynamic team in Querétaro as a **Customer Service Senior Analyst**, where you will own the end‑to‑end order process for complex and high‑priority accounts. In this role, you’ll drive exceptional customer experiences, deliver operational excellence, and become a process expert—leveraging analytics, building strong partnerships, and proactively identifying solutions to ensure flawless order fulfillment.
You will collaborate with internal and external stakeholders at all levels, including senior leadership, to analyze trends, perform root‑cause analysis, and solve logistics, fulfillment, pricing, and transportation challenges. Champion a customer‑centered culture, lead continuous improvement initiatives, and turn insights into action to enhance performance across the Order to Delivery (OTD) cycle.
**HERE’S A TASTE OF WHAT YOU’LL BE DOING**
**Customers and Operations**
- Serve as the primary point of contact for assigned customers and Sales, managing complex and high‑priority orders from placement to delivery.
- Ensure consistent and reliable fulfillment performance,



including handling escalations and prioritization reviews for key accounts.
- Communicate proactively with customers throughout the order lifecycle, including analysis and presentations as needed.
- Conduct analysis to reduce or eliminate pricing discrepancies, OS&D; issues (overages, shortages & damages), and returns.
- Lead solutions that enhance customer service initiatives (VAS, EDI, inventory management).
- Develop strong relationships with internal and external partners to support seamless operations.
- Leverage SAP and related tools to manage data, solve operational issues, and drive decision‑making.
- Create and lead tracking initiatives to support customer and internal stakeholder strategies.
- Maintain a full understanding of customer strategies, policies, key contacts, and WK Kellogg’s terms of sale and internal policies.
- Facilitate OTD problem resolution, including deductions (partnering with Invoice to Cash), EDI/invoicing issues, pricing discrepancies, credit risk assessments, and order‑hold decisions.
- Ensure strict adherence to OTD policies, GAAP, SOX, audit compliance, and all internal controls.
- Perform trend analysis to drive continuous improvements in systems and processes.
- Partner with integral teams to guide issue resolution and support achievement of order management metrics.
**Capability-Building and Innovation**
- Build technical and professional capabilities through training, coaching, and on‑the‑job learning.




- Support initiatives that improve efficiency, quality, and control KPIs across the OTD process.
- Lead special projects and continuous improvement activities; identify opportunities to strengthen processes and eliminate waste.
- Participate in pilots, service rehearsals, and system upgrades; conduct testing prior to major implementations.
- Assist with additional responsibilities as assigned by GBS Leadership.
**QUALIFICATIONS**
**Required**
- BBA, BA, or BS degree.
- **3 years of experience** in a related field.
- Experience managing large, complex customer accounts.
- Strong customer relationship management skills.
- Proficiency with ERP systems and MS Office.
- Excellent verbal and written communication skills.
- Strong analytical, problem‑solving, negotiation, and decision‑making skills.
- Ability to work effectively in a team environment and manage multiple priorities.
- Solid time‑management and organizational skills.
**Preferred**
- Advanced SAP navigation skills (Master Data, OTC, APO, returns, order management, pricing, reserves, contract manufacturer).
- Experience working in a shared service center or process‑driven environment.
- Six Sigma or LEAN certification.
- Experience in a multinational environment.
- Knowledge of WK Kellogg Center processes.
- Experience in the processed or packaged foods industry.
**ABOUT WK KELLOGG CO**
WK Kellogg Co is proud to offer industry competitive benefits (Physical, Financial, Emotional, and Social) that vary depending on region and type of role. Be sure to ask your recruiter for more information!
**THE FINER PRINT**
The ability to work a full shift, come to work on time, work overtime as needed and the ability to work according to the

📌 Customer Service Senior Analyst, Order to Delivery (Santiago de Querétaro)
🏢 Wk Kellogg
📍 Santiago de Querétaro