Consumer Services Coordinator - Mattel Creations

Posting Title

Consumer Services Coordinator - Mattel Creations

Requisition Number

R225858

Company

Fisher-Price, Inc.

Location

East Aurora, New York

Address

636 Girard Avenue

Zip Code

14052-1884

Job Category

Other

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, entertain 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 Opportunity: 

Mattel is looking for a Consumer Services Coordinator to primarily support the Mattel Creations team at our East Aurora location. Role will handle consumer contact escalations for Mattel Creations and other product lines, ensuring internal teams and third-party support adhere to established metrics when handling consumer issues.

Role will sit at our East Aurora, NY campus. Currently this is a hybrid position that will require you to be on site based on business need.

What Your Impact Will Be: 

• Respond to Tier 1 agent escalated contacts from our third party. Work with the consumer to resolve the contact in a timely fashion based on service guidelines
• Respond to Tier 1 agent inquiries. Ensure agents have knowledge needed to respond appropriately to consumers
• Respond to worldwide safety related contacts, including those on social media
• Work with QA team to review quality of Tier 1 consumer calls and provide feedback to agents as needed
• Ensure orders are processed in a timely manner and follow up with consumers as needed on issues

What We’re Looking For: 

Experience, Education & Skills      

• Associate’s degree in business or related field
• Experience in customer support role. Call Center experience is preferred
• Must have strong attention to detail and able to identify trends
• Must be able to work independently and take initiative to do what is needed to achieve quality performance goals
• Strong written and verbal communication skills
• Strong PC proficiency to include Microsoft Office Word, PowerPoint, and proficiency in Excel

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.

What It’s Like to Work Here:

We are a purpose driven company aiming to empower the next generation 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 company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries 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 children to explore the wonder of childhood and reach their full potential.

Mattel is recognized for the second year in a row 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.