Order Management Supervisor

Mattel Continental Asia S/B; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading toy manufacturer seeks an Order Management Supervisor in Kuala Lumpur, Malaysia. This role is pivotal in leading a team of analysts to efficiently manage customer orders for EMEA clients. Responsibilities include team supervision, overseeing order intake processes, and collaborating with fulfillment teams on order-related issues. The ideal candidate will have strong leadership experience, excellent communication skills, and a background in order management. This position offers an opportunity to make a significant impact on operational performance.

Qualifications

• Proven experience in order management or related field.
• Strong leadership skills and ability to manage a team effectively.
• Excellent communication skills, both written and verbal.
• Experience with order processing systems is a plus.

Responsibilities

• Lead a team of Order Management analysts in processing orders.
• Monitor team workload and ensure task distribution.
• Oversee intake of customer orders ensuring accuracy.
• Collaborate with EMEA teams on order allocation and release.
• Identify operational improvements in order management processes.

Job 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.

Job Description

The Opportunity

As the Order Management Supervisor, you will be accountable for leading a team of Order Management analysts efficiently and accurately processing orders supporting EMEA (Europe, Middle East, Africa) customers.

In addition, you will also execute policies regarding allocation and pricing while escalating issues to the EMEA Management team in a timely manner. This role will manage their own accounts while monitoring team performance and adherence to service level agreements.

What Your Impact Will Be

Team Leadership and Management

• Manage and supervise a team of Order Management Analysts, providing guidance, coaching, and feedback on performance and growth.
• Monitor team workload and ensure equitable distribution of tasks.
• Conduct regular team meetings to communicate updates, address challenges, and foster a collaborative environment.
• Identify training needs and facilitate the development of team members.
• Conduct performance reviews and contribute to the professional development of direct reports.

Order Intake & Clean Order Processing

• Oversee the accurate and timely intake of customer orders through various channels.
• Ensure orders meet all necessary criteria for processing (e.g., pricing, terms, completeness).
• Be capable of executing order intake and clean order processing during peak periods or to support resource flexibility.
• Troubleshoot and resolve order intake related issues.

Order Allocation & Release (Support Role)

• Collaborate with the EMEA Customer Fulfillment and Inventory teams regarding order allocation and release priorities.
• Provide necessary information and support to facilitate efficient order fulfillment.
• Understand the order allocation process and potential constraints.

Liaison with EMEA Customer Fulfillment

• Serve as the primary point of contact for the EMEA Customer Fulfillment team regarding order-related inquiries and issues.
• Proactively communicate potential order discrepancies or challenges.
• Collaborate effectively to resolve order holds, shipping issues, and other fulfillment-related matters.
• Facilitate the reconciliation of order-related claims in partnership with the EMEA Customer Fulfillment team.

Operational Oversight and Improvement

• Monitor daily operational performance and identify areas for improvement in order management processes.
• Analyze order management data to identify trends and potential issues.