Order to Cash Lead - Collections (Santiago de Querétaro)

Job Overview

Role: Order to Cash Lead

Location: Querétaro office, Mexico

In this key role, you’ll drive strategic collaboration, optimize Order to Cash (OTC) processes, and lead a high‑performing team dedicated to order execution, deduction management, and fulfillment. You’ll work cross‑functionally with Sales, Finance, Supply Chain, and third‑party providers to enhance service levels, resolve challenges, and promote a customer‑first culture.

Responsibilities

• Develop and implement strategies to achieve customer service and supply chain SLA metrics.
• Oversee escalated order management issues, working closely with customers, sales, and internal teams.
• Resolve key OTC challenges, including:
  • Order fulfillment and service level issues
  • Order hold/release approvals
  • EDI/invoicing and pricing discrepancies
  • Deduction validation and billing escalations
  • Manual order management
• Serve as the escalation point for critical customer service and deduction disputes.
• Build and maintain strong relationships with Supply Planning, Finance, Sales, Logistics, Demand Planning, Distribution, and other key teams.
• Analyze reports to identify trends and drive performance improvements.
• Ensure compliance with GAAP, SOX, and internal audit policies.

People Leadership & Continuous Improvement

• Lead and develop a high‑performing team through coaching, training, and mentoring.
• Provide clear direction, set performance goals, and recognize achievements.
• Foster a culture of innovation by identifying and implementing process improvements.
• Oversee technology upgrades and system testing before major implementations.
• Drive efficiency, quality, and control KPIs while leading special projects and initiatives.

Qualifications & Experience

• Extensive collections experience – proven ability to manage and drive successful collections, including conducting difficult conversations with customers.
• Leadership and team management – prior supervisory experience with a track record of effectively leading and developing teams.
• Strong order‑to‑cash expertise – solid understanding and practical experience in end‑to‑end OTC processes.
• SAP proficiency – mandatory experience with SAP, navigation within OTC, and ideally APO, Pricing, and Order Management modules.
• Excellent English communication – exceptional verbal and written English skills.
• Process‑driven background – experience in shared services, process‑driven environments, or service centers is preferred.
• Relevant bachelor’s degree – Finance, Business Administration, or comparable field.
• Additional skills – experience in foreign trade, order management, and master data is beneficial; strong MS Office skills required.

Job Essentials

The ability to work a full shift, arrive on time, work overtime as needed, and follow the required schedule to meet job requirements with or without reasonable accommodation is an essential function of this position.

Equal Opportunity Employer

WK Kellogg Co 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 US applicants: Where required by state law and/or city ordinance, this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I‑9 to confirm work authorization. For additional information, please follow this link.