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Ciudad de México, México
Onsite
Job Purpose
The 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 & Responsibilities
Customer portals & issue management
· Monitor 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; 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 & 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 questionnaires
· Complete 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 Skills
Required Qualifications
· 2+ 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 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 & Competencies
· High attention to detail and quality mindset; 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
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.
