Customer Fulfillment Supervisor

Mattel • East Aurora, NY

4d

About The Position

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. This role manages day-to-day order fulfillment activities for assigned customers, ensuring orders are processed accurately and shipped on time. The supervisor will monitor the team's workload, delegate tasks, and allocate resources to provide coverage for key accounts, while maximizing fill rate and minimizing chargebacks. They will resolve order exceptions and analyze order reports and dashboards to identify and address issues with the team and/or other functional areas. This role exercises expert judgment for inventory allocation and approval authority for returns and customer-service related chargebacks and deductions, when appropriate. The supervisor will troubleshoot order management/customer challenges and provide support to team members in customer meetings. Additionally, they will identify process improvement opportunities and implement best practices to increase efficiency and reduce errors. This role leads a team of Customer Service representatives, is responsible for supporting and driving accountability within the team, and reviews new and updated customer agreements and requirements with Sales, Legal, Finance, and Logistics to ensure successful end-to-end order execution. The supervisor participates in applicable department and customer meetings, reviews and signs off on audit controls performed by team members, and manages moderately complex Customer Service projects.

Requirements

• 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

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level