Order Management Supervisor

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 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.
• Conduct root cause analysis of order-related errors and implement corrective actions.
• Initiate and actively participate in continuous improvement initiatives to enhance efficiency, accuracy, and customer satisfaction.
• Ensure adherence to established order management policies and procedures.
• Maintain accurate and up-to-date documentation of order management processes.

Communication and Collaboration:

• Maintain clear and effective communication with internal stakeholders (e.g., Sales, Logistics, Finance) and external partners.
• Escalate complex issues to the appropriate stakeholders in a timely manner.
• Foster strong working relationships with cross-functional teams.

Qualifications

What We’re Looking For: 

• Bachelor’s degree in business administration, Supply Chain Management, or a related field preferred.
• 3-5 years of experience in Order Management or Order Fulfillment, with a proven track record of delivering products to retailers.
• Experience working in a fast-paced and/or seasonal business environment is highly desirable.
• Fluent in English, both written and verbal, is mandatory.
• Exceptional organizational skills and strong time management abilities, with the capacity to prioritize and manage multiple tasks effectively.
• Proven experience in conducting root cause analysis and actively participating in or leading improvement initiatives.
• Any additional experience in other areas of the Supply Chain (e.g., Logistics, Inventory Management, Customer Service) would be considered a significant benefit.
• Proficiency in using relevant order management systems and software.
• Strong problem-solving and analytical skills.
• Excellent communication, interpersonal, and collaboration skills.
• Demonstrated leadership potential and the ability to motivate and develop a team.

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