Customer Service Sr. Analyst

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 flexible 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 logistical 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

After you apply, your application will be reviewed by a real recruiter, so it may take us a few weeks to get back with you by email or phone. If you join our team, you’ll be rewarded for the difference you make. Our comprehensive benefits offer you the support you need through your life events, big or small.

Need assistance throughout the application or hiring process? Email la.reclutamiento@kellanova.com

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.

Mars, Incorporated has acquired Kellanova in a transaction that brings together iconic brands, storied legacies and outstanding capabilities with a view to shape the future of snacking. You can learn more here, and our hiring teams will be happy to discuss further questions if your application advances in the hiring process.

Let’s shape the future of snacking.