Job DescriptionJob PurposeThe Customer Care & Technical Services Sr Angent 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.
This role reports into Manager, Quality – AFH & KHI Customer Care.Essential Functions & ResponsibilitiesCustomer portals & issue managementMonitor 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; escape as needed.Analyze customer cases and interaction trends to identify recurring issues, escalation patterns, and improvement opportunities.Regulatory, quality, and customer assurance documentationPrepare 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 questionnairesComplete 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 SkillsRequired Qualifications2+ 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 QualificationsFamiliarity 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 & CompetenciesHigh attention to detail and quality mindset; strong follow-through and ownershipCross-functional coordination and stakeholder managementClear written communication and ability to translate technical details for customersOrganization and prioritization in a high-volume, deadline-driven environmentConfidential handling of customer, vendor, and compliance informationLocation(s)Mexico City - Antara Tower A - 5th Floor - Local OfficeKraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes**.
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