Customer Fulfillment Supervisor

Company Description

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.

Job Description

The Opportunity: 

Your impact: The Customer Fulfillment Team functions as an integral part of the Mattel global supply chain by ensuring orders are managed with speed and accuracy from receipt to shipment.

What Your Impact Will Be: 

• Manages day-to-day order fulfillment activities for assigned customers, ensuring orders are processed accurately and shipped on time.
• Monitor team’s workload, delegates tasks and allocate resources where needed to provide coverage for key accounts, while maximizing fill rate, and minimizing chargebacks.
• Resolve order exceptions and order reports and dashboards to identify and address issues with team and/or other functional areas.
• Exercises expert judgment for inventory allocation and approval authority for returns and customer-service related chargebacks and deductions, when appropriate.
• Troubleshoots order management/customer challenges and provides support to team members in customer meetings
• Identify process improvement opportunities and implement best practices to increase efficiency and reduce errors.
• Leads team of Customer Service reps. Responsible for supporting and driving accountability in the team.
• Review new and updated customer agreements and requirements with Sales, Legal, Finance, and Logistics to ensure successful end-to-end order execution.
• Participates in applicable department and customer meetings
• Reviews and signs off on audit controls performed by team members
• Manages moderately complex Customer Service projects

Qualifications

What We’re Looking For:

• Strong understanding of supply chain processes & applicable order management systems
• Knowledge of sales analysis, forecasting, demand planning, replenishment planning, finance, collections, logistics, transportation and/or other supply chain-related functions​
• Strong business analysis, technology, and project management skills to prioritize work across teams and make decisions based on facts and data. ​
• Exceptional written and verbal communications skills, tailoring communications and level of detail to multiple levels of staff and management
• Exceptional interpersonal skills and ability to work effectively with people at all levels and ability to function in a team environment
• Strong leadership skills. Ability to engage and influence team to drive support for ideas, initiatives, projects or changes.
• Bachelor’s degree in business or related field
• 4-5 years’ experience in Customer Service, Supply Chain, and/or Logistics

Additional Information

What It’s Like to Work Here:

We are a purpose driven company aiming to empower the next generation 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 company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well a