Analyst, GBS - Contact Center (Food Manufacturing)

Location: Mexico City, Antara Tower A, 5th Floor, Local Office

Company

hirify.global is a food manufacturing company and an equal opportunity employer.

What you will do

• Monitor customer portals and intake channels, and enter, track, document, and escalate customer complaints and issues.
• Analyze customer cases and interaction trends to identify recurring issues, escalation patterns, and improvement opportunities.
• Prepare product-specific statements covering allergens, gluten, vegan/vegetarian status, GMO, bio-engineering, Buy American, and Berry Amendment requirements.
• Prepare Letters of Guarantee, company statements, audit information, customer assurance documentation, Certificates of Insurance, Certificates of Analysis, and Kosher certificates.
• Provide quality program, policy, child nutrition, packaging, labeling, lot code, and shelf-life documentation.
• Complete and coordinate vendor questionnaires related to the company, plants, quality systems, and Foodservice-approved products.

Requirements

• 2+ years of experience in customer service, technical services, quality or regulatory documentation, food manufacturing, or foodservice support, or equivalent experience.
• Experience managing customer requests through portals, ticketing systems, or shared inbox workflows, with strong documentation discipline.
• Ability to interpret and clearly communicate product, labeling, and quality or regulatory information to internal and external stakeholders.
• Proficiency with Microsoft Office, including Excel, Word, and Outlook.
• Ability to manage multiple concurrent requests with attention to detail.
• Strong attention to detail, quality mindset, follow-through, 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.

Nice to have

• Familiarity with food industry documentation and compliance frameworks, including FSMA, FDA expectations, allergen programs, and third-party audits such as SQF or BRCGS.
• Experience with specifications systems, PLM or specification databases, complaint management tools, and customer portals, including KHC AFH where applicable.

Culture & Benefits

• Full-time position based in a local office in Mexico City.
• Cross-functional collaboration with Quality, Regulatory, R&D, Sales, Plants, and Procurement.
• Equal opportunity employment for underrepresented ethnic minority groups, women, veterans, individuals with disabilities, and protected sexual orientation and gender identity groups.