Consumer Services Coordinator

Mattel•East Aurora, NY

2d•Onsite

About The Position

Mattel is looking for a Consumer Services Coordinator to support the Mattel lines of business at the Fisher Price East Aurora location. Role will handle consumer contact escalations for Mattel and other product lines, ensuring internal teams and third-party support adhere to established metrics when handling consumer issues.

Requirements

Associate’s degree in business or related field.
Experience in customer support role, Call Center experience is preferred.
Strong attention to detail and able to identify trends.
Must be able to work independently and take initiative to do what is needed to achieve quality performance goals.
Strong written and verbal communication skills.
Strong PC proficiency to include Microsoft Office Word, PowerPoint, Excel, Salesforce (asset)
Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

Responsibilities

Respond to Tier 1 agent escalated contacts from our third party.
Work with the consumer to resolve the contact in a timely fashion based on service guidelines.
Respond to Tier 1 agent inquiries.
Ensure agents have knowledge needed to respond appropriately to consumers.
Respond to worldwide safety related contacts, including those on social media.
Work with QA team to review quality of Tier 1 consumer calls and provide feedback to agents as needed.
Ensure orders are processed in a timely manner and follow up with consumers as needed on issues.