Description Job Purpose The Customer Care 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 ensure accuracy and alignment with current programs and certifications.
Expected Experience 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 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

📌 Analyst, Gbs - Contact Center (Xico)
🏢 The Kraft Heinz
📍 Xico