Are you passionate about delivering exceptional customer service while managing complex, high-priority accounts? Join us as a **Customer Service Sr. Analyst**, where you’ll oversee the end-to-end order process, leverage your analytical expertise, and champion a customer-focused culture.
This role is based in Querétaro, México, as part of Kellanova’s Global Business Services (GBS) team and offers a versátil model of work.
**A Taste of What You’ll Be Doing**
- **Customer Management and Service Excellence**: Act as the primary point of contact for assigned complex, high-priority accounts, ensuring consistent and reliable performance. Manage customer situations, including escalations, from order placement to order delivery while proactively identifying and resolving issues to enhance the customer experience.
- **Process Optimization and Problem Resolution**: Analyze trends and conduct root cause analyses to address pricing discrepancies, OS&D;, and returns. Use tools like SAP and Celonis to drive process efficiencies and implement continuous improvement initiatives.
- **Strategic 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 improve customer outcomes.
- **Performance Monitoring and Analytics**: Use data-driven insights to evaluate and improve order management processes. Develop and present analytics-based recommendations to sales partners and customers, ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs).
- **Capability Building and Leadership**:



Lead special projects and continuous improvement initiatives to drive innovation within the order management process. Build individual skills through training and participate in pilots, system testing, and service rehearsals before implementing major changes.
**We’re Looking for Someone With**
- Bachelor’s degree in Business Administration, Logistics, or a related field.
- Proven ability to manage complex, high-priority accounts while building and maintaining strong relationships with internal and external stakeholders.
- Proficiency in ERP systems (e.g., SAP) and Microsoft Office, with demonstrated ability to leverage data for trend analysis and process optimization.
- Excellent verbal and written communication skills with the ability to present insights and lead cross-functional projects or initiatives.
- Advanced English level is mandatory, as this role provides services to the US.
**What’s Next**
**Get to Know Us**
We’ve 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.
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**.

📌 Customer Service Sr. Analyst (San Antonio de la Punta)
🏢 Kellanova
📍 San Antonio de la Punta