Customer Fulfillment Supervisor

Mattel•East Aurora, NY

4d•$69,000 - $85,000•Onsite

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 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. The supervisor will troubleshoot order management/customer challenges, provide support to team members in customer meetings, and identify process improvement opportunities to implement best practices. This role leads a team of Customer Service representatives, responsible for supporting and driving accountability within the team. Additionally, the supervisor will review new and updated customer agreements and requirements with Sales, Legal, Finance, and Logistics to ensure successful end-to-end order execution, participate in applicable department and customer meetings, and review and sign off on audit controls performed by team members. The role also 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