Are you ready to lead and inspire a high-performing team while driving operational excellence? Join kellanova as an order to delivery customer service team lead, where you’ll lead a team of analysts and senior analysts to deliver exceptional results through data-driven insights, continuous process improvement, and customer-focused solutions.
this position is based in querétaro, méxico, and offers an exciting opportunity to make a significant impact on kellanova’s success. This position offers a flexible model of work.
a taste of what you’ll be doing
1. leadership and team management: lead, mentor, and engage a team of 3-5 analysts and senior analysts. Drive a high-performance culture through coaching, feedback, and development, ensuring strong team engagement and retention. Track and analyze kpis, slas, and team performance metrics, using insights to drive improvements in quality, efficiency, and customer experience.
2. customer and stakeholder collaboration: build strong relationships with internal and external stakeholders, including senior leadership, supply chain, and sales partners, to identify trends and resolve escalated issues. Serve as the key point of contact for critical customer service challenges.
3. process optimization and continuous improvement: proactively identify trends and inefficiencies in the order-to-delivery (otd) process. Leverage analytics and tools like sap to implement process improvements that enhance customer satisfaction and reduce costs. Lead and participate in special projects, system testing, and process pilots to support otd innovation. Identify and implement new tools and methodologies to enhance operational efficiency.
4. data-driven insights and problem solving: analyze complex data to uncover actionable insights and present recommendations to leadership and customers. Ensure compliance with policies, including gaap and sox, while driving otd performance metrics.
5. customer-centered culture: foster a service-oriented mindset across the team by championing proactive communication, anticipating customer needs, and delivering innovative solutions that align with business goals.
we’re looking for someone with
1. bachelor’s degree required, with supervisory experience managing teams and customer relationships.
2. experience analyzing complex datasets, identifying trends, and presenting actionable insights. Proficient in erp systems (e.g., sap) and microsoft office, with a solid understanding of order-to-delivery and supply chain operations.
3. demonstrated ability to lead and develop teams, with a focus on engagement, retention, and high performance.
4. strong collaboration and relationship-building skills with customers and cross-functional teams. Experience handling escalated customer issues is essential.
5. knowledge in implementing continuous improvement initiatives using six sigma, lean, or similar methodologies to achieve operational efficiencies and cost reductions.
6. fluent level of english is mandatory with exceptional verbal and written communication skills.
7. strong organizational and time management skills, with the ability to prioritize competing demands and deliver results in a dynamic, fast-paced environment.
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. Visit our how we hire page to get insights into our hiring process and more about what we offer.
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. Visit our benefits page & be sure to ask your recruiter for more specific information.
get to know us
at kellanova, we are driven by our vision to be the world’s best-performing snacks-led powerhouse, unleashing the full potential of our differentiated brands and our passionate people. Our portfolio of iconic, world-class brands include pringles, cheez-it, pop-tarts, morningstar farms, special k, krave, zucaritas, tresor, crunchy nut, among others.
kellanova’s culture of best means we bring our best to all that we do in pursuit of our vision to be the world’s best performing snacks-led powerhouse. Our culture celebrates boldness and empowers our people to challenge the status quo, achieve results, and win together. Our focus on equity, diversity, and inclusion (ed&i) enables us to build a culture of belonging where all employees have a place at the table and are inspired to share their passion, talents and ideas to work.
kellanova 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. For more information regarding our efforts to advance equity, diversity & inclusion, please visit our website here.
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