SC Cust Svc Assoc Representative

Job Description:

Overview

 CAREERS TO SMILE ABOUT

At PepsiCo, you'll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay's and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you'll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Responsibilities

The Opportunity 

  
We are seeking a dedicated Customer Service Representative (CSR) to join our Global Capability Center team, supporting Quaker Foods Canada operations from our Mexico City location. This position is critical to ensuring seamless day-to-day order processing for Quaker products while delivering gold standard customer service.
The successful candidate will work within PepsiCo's Supply Chain - Order Management function, partnering closely with MCC CSRs, site teams, and regional leadership to maintain operational excellence.
You'll be part of a dynamic team structure within the Mexico Capability Center, collaborating with cross-functional teams to deliver exceptional customer experiences. This position operates on standard business hours, Monday through Friday.

Your Impact  

As SC Cust Svc Assoc Representative your functions would consist of … 

Order Management & Processing Excellence
* Execute comprehensive day-to-day order processing for Quaker Canada, including order release, cleansing, scheduling, and allocations
* Conduct thorough tracking and review of orders prior to daily cut-off times to ensure accuracy and timeliness
* Manage order lifecycle from initiation to fulfillment, maintaining high standards of operational efficiency
Customer Communication & Service Delivery
* Proactively manage customer communications regarding order modifications, delivery adjustments, and regional requirement variations
* Handle adds/cuts and delivery requests based on specific regional differences and customer needs
* Provide superior customer service with strong follow-up capabilities across all customer touchpoints
* Interface daily with both QFC internal and external customers to understand requirements and provide timely information
Team Collaboration & Coverage
* Provide backup coverage for other CSRs during vacation periods and absences
* Collaborate effectively with multi-functional and multi-cultural teams across different time zones
* Partner with MCC Supply Chain Tower Leaders on daily operational requirements
* Work closely with other MCC CSRs to maintain consistent service standards
Process Improvement & Metrics Management
* Maintain key performance indicators and metrics through standard processes and best practices
* Recognize opportunities and take action to improve work delivery and operational efficiency
* Support continuous improvement initiatives within the customer service function

Qualifications

Who Are We Looking For?  

Essential Experience & Education
* 1-3 years of Order Management, Customer Service, Supply Chain, or Supply Planning experience (mandatory requirement)
* Fluent/Advanced English proficiency (mandatory for Canadian customer interactions)
* Bachelor's degree
* Sales Operations experience with customer deliveries, plant, or distribution center operations
Technical Competencies
* Working knowledge of order processing and complete order lifecycle management
* Proficiency in SAP system operations
* Advanced skills in Microsoft Suite applications (Excel, Word, PowerPoint, Outlook)
* Demonstrated ability to work effectively with KPIs in results-oriented environments
Core Competencies & Soft Skills
* Service mindset with customer obsession and comprehensive order management knowledge
* Strong verbal and written communication skills for effective interaction with all management levels
* Ability to work collaboratively and proactively in multi-functional, multi-cultural team environments
* Exceptional organizational skills with capability to manage competing demands and priorities
* Flexibility and adaptability to work weekends and Mexican holidays as business needs require

  

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements. 

  

What can you expect from us: 
* Opportunities to learn and develop every day through a wide range of programs.  
* Internal digital platforms that promote self-learning.  
* Development programs according to Leadership skills.  
* Specialized training according to the role.  
* Learning experiences with internal and external providers.  
* We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.  
* Financial wellness programs that will help you reach your goals in all stages of life.  
* A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle. 
* And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.  

  

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization. 

The Opportunity 

  
We are seeking a dedicated Customer Service Representative (CSR) to join our Global Capability Center team, supporting Quaker Foods Canada operations from our Mexico City location. This position is critical to ensuring seamless day-to-day order processing for Quaker products while delivering gold standard customer service.
The successful candidate will work within PepsiCo's Supply Chain - Order Management function, partnering closely with MCC CSRs, site teams, and regional leadership to maintain operational excellence.
You'll be part of a dynamic team structure within the Mexico Capability Center, collaborating with cross-functional teams to deliver exceptional customer experiences. This position operates on standard business hours, Monday through Friday.

Your Impact  

As SC Cust Svc Assoc Representative your functions would consist of … 

Order Management & Processing Excellence
* Execute comprehensive day-to-day order processing for Quaker Canada, including order release, cleansing, scheduling, and allocations
* Conduct thorough tracking and review of orders prior to daily cut-off times to ensure accuracy and timeliness
* Manage order lifecycle from initiation to fulfillment, maintaining high standards of operational efficiency
Customer Communication & Service Delivery
* Proactively manage customer communications regarding order modifications, delivery adjustments, and regional requirement variations
* Handle adds/cuts and delivery requests based on specific regional differences and customer needs
* Provide superior customer service with strong follow-up capabilities across all customer touchpoints
* Interface daily with both QFC internal and external customers to understand requirements and provide timely information
Team Collaboration & Coverage
* Provide backup coverage for other CSRs during vacation periods and absences
* Collaborate effectively with multi-functional and multi-cultural teams across different time zones
* Partner with MCC Supply Chain Tower Leaders on daily operational requirements
* Work closely with other MCC CSRs to maintain consistent service standards
Process Improvement & Metrics Management
* Maintain key performance indicators and metrics through standard processes and best practices
* Recognize opportunities and take action to improve work delivery and operational efficiency
* Support continuous improvement initiatives within the customer service function

Candidate Requirements:

Who Are We Looking For?  

Essential Experience & Education
* 1-3 years of Order Management, Customer Service, Supply Chain, or Supply Planning experience (mandatory requirement)
* Fluent/Advanced English proficiency (mandatory for Canadian customer interactions)
* Bachelor's degree
* Sales Operations experience with customer deliveries, plant, or distribution center operations
Technical Competencies
* Working knowledge of order processing and complete order lifecycle management
* Proficiency in SAP system operations
* Advanced skills in Microsoft Suite applications (Excel, Word, PowerPoint, Outlook)
* Demonstrated ability to work effectively with KPIs in results-oriented environments
Core Competencies & Soft Skills
* Service mindset with customer obsession and comprehensive order management knowledge
* Strong verbal and written communication skills for effective interaction with all management levels
* Ability to work collaboratively and proactively in multi-functional, multi-cultural team environments
* Exceptional organizational skills with capability to manage competing demands and priorities
* Flexibility and adaptability to work weekends and Mexican holidays as business needs require

  

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements. 

  

What can you expect from us: 
* Opportunities to learn and develop every day through a wide range of programs.  
* Internal digital platforms that promote self-learning.  
* Development programs according to Leadership skills.  
* Specialized training according to the role.  
* Learning experiences with internal and external providers.  
* We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.  
* Financial wellness programs that will help you reach your goals in all stages of life.  
* A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle. 
* And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.  

  

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.