Job Description Job Purpose The Customer Care Sr. Agent 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. 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 Location(s) Mexico City - Antara Tower A - 5th Floor - Local Office Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes. ABOUT US Kraft Heinz is a global food company with a delicious heritage. With iconic and emerging food and beverage brands around the world, we deliver the best taste, fun and quality to every meal table we touch. We’re on a mission to disrupt not only our own business, but the global food industry. A consumer obsession and unexpected partnerships fuel our progress as we drive innovation across every part of our company. Around the world, our people are connected by a culture of ownership, agility and endless curiosity. We also believe in being good humans, who are working to improve our company, communities, and planet. We’re proud of where we’ve been – and even more thrilled about where we’re headed – as we nourish the world and lead the future of food. WHY US We grow our people to grow our business. We champion great people who bring ambition, curiosity, and high performance to the table as the guardians of our beloved and nostalgic brands. Good isn't good enough. We choose greatness every day by challenging the ordinary and making bold decisions. All while celebrating our wins - and our failures – as we work together to lead the future of food. Challenging the status quo takes talent. We invest in your purpose and potential by developing skills and nurturing strengths that leave a legacy on our business and a lasting impact on your career. Because great people make great companies, and we’re growing something great here at Kraft Heinz. INCLUSION MATTERS TO US Everyone is welcome at our table. In fact, we thrive on learning and growing from our diverse backgrounds and perspectives. Doesn’t matter who you are, where you’re from, or who makes your heart sing. We want you to show up as your authentic self, excited to work with amazing colleagues to solve complex challenges and innovate in an ever-changing industry. We’re committed to: Hiring and growing talent from diverse backgrounds and perspectives. Growing our Business Resource Groups — vibrant, celebrated communities that enhance our business through thought leadership employee engagement and professional development opportunities. Providing our managers and leaders high quality learning experiences to explore how to foster inclusion and belonging.

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