Job Description
The Opportunity:
This position will be responsible to provide premium customer service and be a key interface between Mattel and key customers / channels for domestic order processing. The Fulfillment Analyst will also be a primary point of contact for the central Order Management team. The Customer Fulfillment Analyst supports and brings forward the Inventory Management & Fulfillment functions by streamlining processes and find innovative solutions as part of the S&OE cycle.
The current Customer Service role will be split into centralised, transactional activities for Order Management and local Customer Fulfillment. The Order Management process from Order Intake to Confirmation is mostly market/customer agnostic providing the opportunity to better balance and utilize Fulfillment resources across EMEA.
The Customer Fulfillment Analyst will focus on item set-up, inventory utilization, allocation and delivery efficiency based on specific local customer priorities and requirements. In addition, the Fulfillment team will have a secondary role in the order to cash process supporting Finance.
What Your Impact Will Be:
* Actively participate in the S&OE escalation and action resolution that will be led by Inventory Analyst. Actively assess inventory and allocation effectiveness relative to future stock and priorities. Provide fill rate RCA and clean order analysis.
* Liaison with Order Management team to resolve issues with orders
* Liaison with UK collections team to resolve credits to enable smooth shipments & cash collection.
* Liaison with Distribution Centre & TMS to solve customer problems, e.g. over capacity, incorrect SPI's, customer booking issues
* Liaison with Finance to solve customer problems e.g credit hold, issues with PEX's & customer Set Up.
* Execute or support Operational Excellence on a local and regional level including Cost Saving Initiatives.
Qualifications
What We’re Looking For:
* Previous experience in Order Management, Operations and Supply Chain delivering product to retailers preferably in similar fast paced / seasonal business
* Experienced in a supply chain role and good understanding of Supply Chain Management
* Strong written and verbal communication skills in English and local language
* Foundational analysis with advanced computer skills Excel (pivot tables, charts, functions), Cognos/Tableau, SQL queries advantageous
* Strong organizational skills and ability to prioritize workload
* Problem solving based on foundation of continuous improvement
* Proactive team-player with excellent intercultural awareness and customer-centric approach
* Juggling multiple customer needs while managing sales expectations
* Building relationships with external customers, sometimes adjusting service for non-key customers who were previously serviced the same as key customers
* Ability to navigate through ambiguity
* Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
Additional Information
Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture. Also, interested in signing up for job alerts? Do so here!
How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
* We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
* We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
* We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.
Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.
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Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.
Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.
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