Customer Service Analyst

Job Description

Customer Excellence Analyst

Would be responsible for handling, pursuing and analysing all activities related to the service Kraftheinz gives to its customers including but not limited to case fill rate (CFR), request delivery date (RDD), Customer claims, Customer engagement and Order management to guarantee best in class service level among our customers and competitors. It is expected for this role to work with cross functional teams and directly with customers in order to find solutions and develop actions to close gaps within the actuals and service targets or to increase service level in the main KPI’s mentioned before.

Key Accountabilities

Meet/Collaborate with supply and logistics teams, securing to meet the UTT CFR and RDD monthly targets.

Accountable for managing and delivering the service targets of the UTT channels accounts assigned (Mainly Costa Rica source).

Accountable for understanding root causes, service issues and co-create actions to improve service level | Gather data of service measure by the customer (SAMBC) | Execute collaborative forecast routines with customers.

Periodically meet with the Customers – Accounts assigned, to disc...