Title:  Senior Customer Service Analyst - Logistics Operations

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 117 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.

Advance your career as a Senior Customer Service Analyst (Logistics Operations) in our Queretaro office. The Senior Customer Service Analyst (Logistics Operations) will manage the end-to-end order process for complex, high-priority accounts, providing exceptional customer service and proactive solutions. Partner with internal and external customers at all levels to identify trends, perform root cause analyses, and resolve logistics, order fulfillment, and transportation issues. Promote a customer-centered culture, identify continuous improvement opportunities, and drive efficiencies. Champion a high-performance team environment and use analytical skills to present insights and trends to sales partners and customers.

HERE’S A TASTE OF WHAT YOU’LL BE DOING

• Collaborate with internal and external stakeholders, including senior management, to analyze trends, conduct root cause analyses, and propose solutions for resolving issues related to customer logistics, order fulfillment, and transportation.
• Foster a customer-centered culture by acting as a consultant to both internal and external customers, aiming to surpass their needs, requirements, and expectations.
• Proactively identify opportunities for continuous improvement and streamline the order process.
• Cultivate a team-oriented environment that prioritizes high performance and operational excellence.
• Recommend continuous improvements for efficiency.
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.
• Respond quickly, professionally, and accurately to customer inquiries regarding orders, status, complaints, and returns.
• Utilize analytical skills to translate trends into actionable insights, which can be shared with sales partners and customers as necessary.

YOUR RECIPE FOR SUCCESS

• Bachelor’s degree with a minimum of 4 years of related field experience required.
• 1-2 years of experience managing large, complex customer accounts
• Customer relationship management experience
• Computer skills, including ERP systems (SAP highly desirable) and MS Office
• Strong knowledge of CRM principles, including customer service, collections, deductions, etc.
• Excellent verbal and written communication skills in English.
• Deep analytical and problem-solving abilities.
• Strong negotiation and decision-making skills.
• Ability to manage multiple priorities and time constraints effectively.
• Ability to work in a team environment.
• Solid time management skills

Preferred Criteria:

• Proficiency in SAP modules, including Master Data, Order to Cash, etc…
• Sense of urgency and commitment to meeting performance objectives and customer commitments.
• Extensive knowledge of service center processes.
• Proven track record of exceeding expectations
• Experience in shared services, process-driven, or service center environments.
• Six Sigma or LEAN certification.
• Multinational organization experience.
• Processed and Packaged Foods industry background.

ABOUT WK KELLOGG CO

At WK Kellogg Co, we bring our best to everyone, every day through our trusted foods and brands. Our journey began in 1894, when our founder W.K. Kellogg reimagined the future of food with the creation of Corn Flakes, changing breakfast forever. Since then, we have embraced the same spirit of innovation and entrepreneurship in everything we do, channeling our founder’s passion and commitment to creating high quality and delicious products while fostering communities. Our iconic brand portfolio includes Frosted Flakes, Rice Krispies, Froot Loops, Kashi, Special K, Raisin Bran, Frosted Mini Wheats, and Bear Naked. With a presence in the majority of households across North America, our brands play a key role in enhancing the lives of millions of consumers every day, promoting a strong sense of physical, emotional and societal wellbeing. Our beloved brand characters, including Tony the Tiger and Toucan Sam, represent our deep connections with the consumers and communities we serve. For more information, visit www.wkkellogg.com. 

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!

If we can help you with a reasonable accommodation throughout the application or hiring process, please email Recruitment@wkkellogg.com

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 necessary schedule to meet job requirements with or without reasonable accommodation is an essential function of this position.

WK Kellogg Co 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.

Let’s create gr-r-reat days,

WK Kellogg Co Recruitment