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, 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.

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

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.