Senior Customer Service Analyst

Description

Job Summary: We are seeking a Senior Customer Service Analyst to serve as the bridge between stores and Supply Chain, analyzing incidents, identifying improvement opportunities, and optimizing daily service and operations. Key Highlights: 1. Service and operations analysis and continuous improvement 2. Coordination and store visits to validate findings 3. Key liaison role between stores and Supply Chain Do you want to join our team? We are currently looking for our next Senior Customer Service Analyst, who will act as the bridge between stores and the Supply Chain department, analyzing incidents related to direct and centralized supplier deliveries, identifying improvement opportunities, and implementing actions to optimize daily service and operations. **Responsibilities:** Analyze tickets and incidents reported by stores regarding direct and centralized supplier deliveries to identify root causes and behavioral patterns. Generate insights and action plans aimed at improving service levels and reducing operational incidents. Coordinate and conduct store visits to validate findings, understand operational needs, and identify improvement opportunities. Manage and track incidents reported in Interflota, coordinating solutions with relevant departments. Identify and propose process and workflow improvements within the department. Act as a permanent reference and liaison between store operations and various Supply Chain departments. Prepare indicator tracking and reports to support better decision-making. United by a shared purpose — delivering happiness and flavorful experiences — and guided by authentic values that bring our name to life: A ttitude of Winning, L eadership with Commitment, S urprising Service, E collaborative Spirit, and A ttention to Detail, we position ourselves as the ideal place to grow and develop within the restaurant industry, building an authentic culture that leaves a lasting impact on our employees, customers, and communities. We are a proudly Mexican company with over 35 years of history built upon the talent, passion, and commitment of more than 75,000 employees across 12 countries in Latin America and Europe. In each market, we operate with excellence and pride across more than 4,800 restaurants, bringing to life a portfolio of 13 brands organized into three major segments: **Quick Service Restaurants:** Domino’s Pizza and Burger King **Coffee Shops:** Starbucks **Casual Dining:** Chili’s, P.F. Chang’s, Italianni’s, The Cheesecake Factory, Vips, Archies, Foster’s Hollywood, Gino’s, Chipotle, and Raising Cane’s At Alsea, everyone is welcome. Inclusion lives in our people, and diversity is expressed in the flavor of each of our brands. Our business strategy places culture, talent, and innovation at the center, guiding every decision and strengthening every step we take as an organization. Because when we work with happiness, everything tastes better. Requirements **Requirements:** Bachelor’s degree in Industrial Engineering, Logistics, Business Administration, or a related field. Minimum 2 years of experience in Customer Service or store support within Supply Chain environments. Experience in data analysis, incident management, and KPI tracking and reporting. Knowledge of the entire supply chain. Strong analytical and problem-solving skills. Ability to collaborate effectively with multidisciplinary teams. Proactivity in driving continuous improvement and value-adding initiatives for operations. Benefits **On our team:** We demonstrate passion for excellence and strive to overcome every challenge. We foster a culture of recognition and gratitude in everything we do. We create unique experiences full of flavor and closeness. We are positive impact — committed to our business, people, and environment. What is our commitment? You’ll join a company with a diverse and inclusive culture, where we promote an environment of respect, collaboration, and development opportunities, valuing the unique contribution of every individual. ❤️ At Alsea, we are the sum of unique experiences and spaces to be happy. Will you join us?