Sr. Customer Fulfillment Analyst - Six-month contract

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

This is a contract role for 6 months.

The Opportunity:
The primary responsibility of the Sr. Customer Fulfillment Analyst is managing Customer Order Management from end to end—beginning with order receipt and processing, through to fulfillment and delivery—with the goal of achieving “The Perfect Order.” In this role, you will take full ownership of the order process, including entering and managing customer requests, proactively resolving order or delivery issues, and ensuring customer satisfaction. You are also empowered to identify and act on opportunities to improve supply chain effectiveness, accelerate speed to market, and support deduction claim resolution. Additionally, you are expected to deliver exceptional customer service and build strong, lasting relationships. Your leadership in continuous improvement initiatives will play a key role in strengthening customer partnerships and driving operational excellence. Your guiding principles on key performance metrics should include

What Your Impact Will Be

• Process orders with a high level of accuracy for assigned customer(s) through the AS400 order management system.
• Proactively communicate order issues and collaborate to identify timely solutions.
• Manage order exceptions related to inventory availability, including shortages, ETAs, allocations, timing, and risk.
• Minimize customer fines by adhering to specific customer requirements.
• Build and maintain strong customer relationships through insightful and collaborative communication.
• Collaborate effectively with peers and cross-functional teams to ensure positive customer experiences.
• Contribute to a culture of continuous improvement by identifying opportunities for process enhancements.
• Complete all required training and actively participate in mandatory meetings.
  
  

What We’re Looking For

Key Characteristics:

• Order to Cash process
• Logistics awareness
• Proficient in Microsoft Office – strong Excel experience
• Thinks Ahead
• Detail Oriented
• Solid organization skills
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
  
  

Preferred Education & Experience

• 3+ years Customer Service experience in a consumer packaged goods company or related industry.
• Bachelor’s Degree
• Proficient in Word, Excel, PowerPoint, Cognos and AS400
• National Retail & Distributor account experience an asset
• Have an awareness of EDI
• Experience working on Customer Service/Data entry desk
• Excellent oral & written communication skills
• Strong interpersonal skills and strong attention to detail
  
  

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.

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.

Visit us at https //jobs.mattel.com/ and www.instagram.com/MattelCareers .

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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