Order Management Analyst

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.

Job Description

The Opportunity: 

As an Order Management Analyst, you will be responsible for delivering exceptional customer service to our wholesale, e-commerce, and retail customers in the EMEA region.

Your primary focus will be on ensuring accurate and timely order processing, stock allocation, and shipment preparation. You will also play a key role in resolving customer inquiries, claims, and returns, as well as identifying and implementing process improvements.

What Your Impact Will Be: 

Order Management

• Process orders accurately and timely from receipt to cash collection.
• Allocate stock to orders and prepare shipments for the warehouse.
• Confirm orders in the customer web portal.
• Manage the order book to align with customer requirements.

Customer Support

• Facilitate inquiries from customers, sales, finance, planning, and logistics teams.
• Proactively communicate discrepancies in customer data to the sales team.
• Resolve claims and returns efficiently.
• Identify and resolve issues and implement preventive measures.
• Coordinate logistical processes to ensure timely delivery.

Process Improvement

• Initiate and drive continuous process improvements, both internally and with customers.
• Analyze key performance indicators (KPIs) such as forecast accuracy and OTIF.

Cross-Functional Collaboration

• Collaborate with marketing, sales, finance, planning, logistics, and customer teams.

Qualifications

What We’re Looking For: 

• Education and Experience: Bachelor’s degree in supply chain management and/or related field, 2-3 years of relevant experience.
• Technical Skills: Advanced Microsoft Office skills (especially Excel), AS400 knowledge preferred, strong supply chain process understanding.
• Language Proficiency: Fluent English (written and spoken), Mandarin or Tamil (written and spoken) would be an added value.
• Soft Skills: Excellent communication, problem-solving, analytical, and organizational skills.
• Teamwork and Adaptability: Team-oriented, flexible, and adaptable to change.
• Motivation and Learning: Self-motivated and eager to learn.

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 apply. 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 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.

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

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.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy