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.

The Team:
Mattel is the #1 toy company in the world and owner of the strongest portfolios of children’s and family entertainment franchises in the world. It is also the decisive leader in the Newborn, Infant, and Toddler super-category, with roughly 14% share, globally. The Fisher-Price brand has over 90 years of experience in development through play and contains some of the most beloved and prominent infant items in the world, including Little People, Gyms & Playmats, Entertainers & Jumperoos, Walkers and Educational Toys. The brand is a 360-degree multi-generational franchise, with publishing and consumer products, content, smart connect, educational videos and partnerships with early education and development professionals. Last year, in this category, Mattel sold close to $1B globally and close to $700M in Infant.

The Customer Service 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 position is located at our East Aurora, NY campus.

Job Description

The Opportunity: 

Serve as Primary contact for National or Priority accounts and Sales Managers in all telephone and written communications.

• Process account purchase orders from receipt to shipment to ensure accurate, timely and economical shipments.

• Enter and maintain accurate pricing and toy specifications.

• Establish and maintain system code files and customer profiles.

• Maintain proper Dating Terms and Promotional Programs on all purchase orders.

• Perform the on-line stock commitment process.

• Research and resolve domestic and order and shipment problems.

• Monitor Ad Order activity for all accounts to ensure timely delivery of product for advertisement.

• Coordinate and monitor the shipment of allocated items.

• Provide accurate item, order and shipment information to customers, Salesforce and management for use in planning, scheduling, and forecasting.

• Maximize order fill rates to assigned accounts.

• Initiate changes or cancellations of orders to avoid shipping problems.

• Work closely with Distribution Centers to ensure timely shipment of Purchase Orders.

• Some overtime required.

What Your Impact Will Be: 

• Serve as Primary contact for National or Priority accounts and Sales Managers in all telephone and written communications.

• Process account purchase orders from receipt to shipment to ensure accurate, timely and economical shipments.

• Enter and maintain accurate pricing and toy specifications.

• Establish and maintain system code files and customer profiles.

• Maintain proper Dating Terms and Promotional Programs on all purchase orders.

• Perform the on-line stock commitment process.

• Research and resolve domestic and order and shipment problems.

• Monitor Ad Order activity for all accounts to ensure timely delivery of product for advertisement.

• Coordinate and monitor the shipment of allocated items.

• Provide accurate item, order and shipment information to customers, Salesforce and management for use in planning, scheduling, and forecasting.

• Maximize order fill rates to assigned accounts.

• Initiate changes or cancellations of orders to avoid shipping problems.

• Work closely with Distribution Centers to ensure timely shipment of Purchase Orders.

• Some overtime required.

Qualifications

What We’re Looking For: 

• Associate’s degree in business or related field

• 1+ years’ experience in customer support role

The base hourly rate for this position is between $23.00 and $25.00.
**This range is indicative of projected hiring range, however base hourly rate will be determined based on a candidate’s work location, skills and experience.

Additional Information

Don’t meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. 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.

Our Approach to Flexible Work:

We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

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 more than 195 countries in collaboration with the world’s leading retail and ecommerce companies.

Mattel is recognized as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.

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

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.

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.

Videos to watch:
The Culture at Mattel
FP: Let's Be Kids