Consumer Service Brand Analyst Coordinator

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 Opportunity: 

This role is responsible for maintaining an expert level of product knowledge while analyzing consumer data across all brands in an effort to provide the Design, Quality, Marketing and management teams key findings regarding product quality, consumer satisfaction and best practice learnings. The role will support the Global Consumer Service agent staff with product issues, FAQ’s and troubleshooting in an effort to provide world-class service to the consumer base. Act as a consumer advocate by presenting key analysis of product performance and consumer satisfaction. Work with the Reliability team to drive corrective actions and present data supporting the consumer perception of product performance. Provide teams with emerging issue reports to ensure all applicable teams have an early read on potential product/brand issues. Self-manage daily workload and prioritize the needs of the Contact Center while maintaining all other reporting deadlines are met.

What Your Impact Will Be: 

• Utilizes analytical and presentation skills to break down consumer data and formulate comprehensive reports to circulate to various internal departments for action. Work with the Reliability Engineer’s to co-produce case studies, graphical timelines and direct consumer quotes. Self-manage project deadlines and workload.
• Uses the appropriate tools to leverage knowledge base and database functions to support business processes.
• Utilizes project management and analytical skills to perform detailed project analysis that aids in the decision making and planning processes.  Uses mature judgment and experience to identify solutions to complex business challenges.
• Utilizes customer service skills and experience to foster brand loyalty amongst our online communities and consumers. 
• Manage ad-hoc projects such as specific systems improvements, gathering input from all levels within Consumer Services, creating and gaining approval for internal business cases, coordinating resources and managing timeline through to completion. Respond to social media, consumer calls, International Support, support desk duties, and e-mails received in the Global Consumer Services department as needed.
• Execute or assist in executing special projects such as competitor benchmarking study, product recalls, consumer response programs, business system enhancements, promotions and surveys.  Provide analysis to the legal department as requested. Oversee all Safety related information between CPI and the call center agents and training team.  This includes updates and additions to safety policies as well as any inquires that arise. Participate in the department retention process.
• Create and maintain information displayed via our online resources, service.mattel.com, Salesforce, CRAssist, CATS, etc. This includes product files, knowledge articles, FAQs, Troubleshooting tips, Instruction Sheets, CATS pop ups. Attend line reviews, and other pertinent meetings to obtain early and accurate information relating to upcoming products that will assist in decisions such as obtaining replacement parts, forecasting staffing in the call center, and creating knowledge management "help files" for agent access and developing product training for agents.

What We’re Looking For:

• 3-5 years of experience in detailed analysis on consumer data, surveys, and other Consumer Services key metrics.
• Ability to self-manage reporting, research projects and consumer services inquiries while meeting crucial deadlines.
• Capacity to maintain the highest level of product expertise while striving to elevate the reporting capabilities for the department in an effort to align with the strategic pillars of the department. 
• Aptitude to work hand and hand with the Reliability Engineers to co-produce key presentations in an effort to drive corrective action on product.
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

The base hourly rate for this position is between $23 and $27.
**This range is indicative of projected hiring range, however base hourly rate will be determined based on a candidate’s work location, skills and experience.

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.

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.

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 more than 195 countries in collaboration with the world’s leading retail and ecommerce companies.

Mattel is recognized 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.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Mattel Investor Highlights