CDD - Customer Service Representative / Customer Service Representative H/F

8 Hours ago • 2-3 Years

Job Summary

Job Description

As a Customer Service Representative, you will be the primary contact between Mattel and its various service providers, focusing on order management, allocation & release management, service rate optimization & logistics costs, billing, delivery tracking, returns processing, and dispute resolution. You will also be responsible for reporting and analyzing Customer Service KPIs such as service levels, disputes, and cost to serve. This role is offered as a fixed-term contract (CDD) to cover a replacement.
Must have:
  • Analyze data effectively
  • Be results-oriented for high performance
  • Possess strong influencing skills
  • Be proactive and propose innovative solutions
  • Organize and prioritize tasks effectively
  • Collaborate with other teams
Good to have:
  • Flexibility and open-mindedness
  • Ability to work under pressure in a changing environment
  • Fluency in French and English (written and spoken)
  • Proficiency in Microsoft Office
  • Knowledge of Oracle and/or AS400
  • Excellent verbal and written communication skills

Job Details

Description de l'entreprise

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.

Description du poste

The Opportunity: 

Vous fournissez un service d’excellence et êtes l'interface entre les différents services de Mattel et ses différents prestataires. Vous vous concentrez sur la gestion des commandes, la gestion des allocations & des releases, l’optimisation du taux de service & coûts logistiques, la facturation, le suivi des livraisons, le traitement des retours et la gestion des litiges.

Vous assurez également le reporting et l’analyse de KPI Customer Service, notamment, Taux de service, litiges, Cost To Serve.

Ce poste est ouvert en CDD dans le cadre d'un remplacement.

What Your Impact Will Be: 

  • Développer des relations proactives avec les clients en étant leur point de contact privilégié dans la gestion de l’ensemble des sujets inhérent au Customer Service
  • Gérer les commandes dans le respect des conditions commerciales (respect tarifs, remises, délais de paiement) et dans une optique d’optimisation du taux de service et des couts
  • Assurer la communication des dates de disponibilité produits
  • Assurer une proactivité dans l’identification et la résolution des problématiques rencontrés en étant force de proposition
  • Assurer la résolution des litiges dans le respect des échéances de paiement ainsi que l’émission des avoirs & refacturations
  • Dans une optique d’amélioration continue, identifier les opportunités d’amélioration de la qualité de service, de process et de couts des clients gérés
  • Être un relais efficace et en temps opportun auprès des autres départements pour remplir la mission, notamment auprès du service commercial, du service financier, de l’entrepôt, du Customer Service Regional et des prestataires externes (Genpact & DHL)
  • Editer les reportings de Taux de service Clients, analyser les performances et proposer les plans d’actions visant à améliorer les KPI
  • Analyser les indicateurs liés aux Costs To Serve et contribuer à la mise en place de plans visant à optimiser les couts
  • Editer les reportings de litiges, procéder à leur analyse, élaborer les plans d’actions visant à les réduire
  • Effectuer la création des nouveaux comptes clients et les modifications
  • Préparer et participer aux RV clients sur l’ensemble des aspects customer service
  • Proposer et piloter des initiatives d’amélioration du département

 

The purpose : 

  • Compréhension des enjeux globaux dans une optique de performance globale du département Supply Chain et de l’organisation.
  • Forte capacité à s’organiser et re-prioriser ses propres tâches.
  • Niveau élevé de responsabilité au regard des objectifs d’expédition et de profitabilité de l’entreprise, du service d’excellence et de la satisfaction clients.
  • Le rôle d’interface privilégiée avec les clients internes et externes implique un excellent relationnel et sens de la diplomatie dans la recherche de solution
  • Solides capacités d’analyse
  • Facteurs Clefs de Succès: valeur shippée, taux de service, niveau de litiges et de pénalités, cost to serve clients,  et les flux de trésorerie - Maximiser la satisfaction clients

    Qualifications

    What We’re Looking For:

     

    Compétences:

    • Capacité d’analyse
    • Orientation résultat pour assurer un haut niveau de performance 
    • Capacité d’influence
    • Pro activité et force de proposition dans la recherche de solutions innovantes
    • Capacité à organiser et prioriser
    • Capacité à collaborer avec les autres équipes

    Education:

    • Niveau Bac +2 ou niveau équivalent acquis par la pratique professionnelle.

     

    Experience:

    • Minimum de 2 ou 3 ans d’expérience au sein d’un département Supply Chain ou équivalent
    •  
    • Flexibilité et ouverture d’esprit
    • Capacité à travailler sous pression dans un environnement en constante évolution
    • Maîtrise de la langue française et anglaise à l’écrit et à l’oral
    • Maîtrise des outils bureautiques (Microsoft Office)
    • Maîtrise d’Oracle et / ou de l’AS400
    • Excellente communication verbale et écrite

    Informations complémentaires

    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.

    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 without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

    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

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