Customer Fulfillment analyst

Mattel, Inc.; Bagneux; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A leading toy and family entertainment company is seeking a Customer Fulfillment Analyst in Bagneux, Île-de-France. The role focuses on providing premium customer service, managing order and delivery processing, and liaising with various teams to resolve issues. Candidates should have 3-5 years of experience in supply chain and operations, fluent in both French and English. The company promotes a collaborative and innovative work environment, making it a great place for individuals keen on growth and excellence.

Prestations

Flexible work model

Collaborative team environment

Opportunities for professional growth

Qualifications

• 3-5 years in Order Management, Operations and Supply Chain in a fast-paced business.
• Strong written and verbal communication skills in French and English.
• Experienced in a supply chain role with understanding of Supply Chain Management.

Responsabilités

• Provide premium customer service as an interface between Mattel and customers.
• Actively participate in escalation and action resolution.
• Liaison with customers to improve processes and fill rates.

Connaissances

Order Management

Operations

Supply Chain

Communication skills in French and English

Problem solving

Intercultural awareness

Prioritization

Outils

Excel (pivot tables, charts, functions)

Cognos/Tableau

SQL queries

AS400 ERP

Description du poste

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’s Global Supply Chain Organization is a competitive advantage for Mattel. Mattel’s Supply Chain is ever evolving to support the amazing portfolio of Mattel products and is never boring! Sitting within the EMEA Supply Chain team that is responsible for all elements of planning and customer fulfilment; you will be critical to helping to provide end to end first-class supply chain services for our customers.

Job Description

The Opportunity:

This position will be responsible to provide premium customer service and be a key interface between Mattel and customers / channels for order & delivery processing. The Customer Fulfillment Analyst will also be a primary point of contact for the central Order Management team. The Customer Fulfillment Analyst supports and brings forward the Inventory Management & Fulfillment functions by streamlining processes and finding innovative solutions as part of the S&OE cycle.

The Customer Fulfillment Analyst will focus on item set-up, inventory utilization, allocation and delivery efficiency based on specific local customer priorities and requirements. In addition, the Fulfillment team will have a secondary role in the order to cash process supporting Finance.

What Your Impact Will Be:

• Actively participate in the S&OE escalation and action resolution that will be led by Inventory Analyst. Actively assess inventory and allocation effectiveness relative to future stock and priorities. Provide fill rate KPI and clean order analysis.
• Liaison with customers to share inventory information, improve orders & deliveries processes & improve fill rates.
• Liaison with Order Management team to resolve issues with orders and credits to enable smooth shipments & cash collection. For specific situations, the local Fulfillment Analyst may continue processing orders.
• Liaison with Distribution Centre & TMS to solve customer problems, e.g., over capacity, incorrect SPI's, customer booking issues.
• Liaison with finance to solve customer problems e.g., credit hold, issues with PEX's & customer set up.
• Process customer account creation & changes.
• Management of claims, corrective action plans & credit/debit notes and KPI related to claims.
• Execute or support Operational Excellence on a local and regional level including cost saving initiatives.

Qualifications

What We’re Looking For:

• 3-5 years in Order Management, Operations and Supply Chain delivering product to retailers preferably in a similar fast‑paced/seasonal business.
• Strong written and verbal communication skills in French and English.
• Experienced in a supply chain role with a good understanding of Supply Chain Management.
• Foundational analysis with advanced computer skills in Excel (pivot tables, charts, functions), Cognos/Tableau, SQL queries advantageous.
• Desirable AS400 ERP experience.
• Strong organizational skills and ability to prioritize workload.
• Problem solving based on the foundation of continuous improvement.
• Proactive team‑player with excellent intercultural awareness and customer‑centric approach.
• Juggling multiple customer needs while managing sales expectations.
• Building relationships with external customers, sometimes adjusting service for non‑key customers who were previously serviced the same as key customers.
• Ability to navigate through ambiguity.

Additional Information

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture. Also, if you are interested in signing up for job alerts, do so here. You may be just the right candidate for this or other roles.

How We Work

• 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 collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award‑winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

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