Consumer Services 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:

Mattel is looking for a Consumer Services Coordinator to support the Mattel lines of business at our East Aurora location. Role will handle consumer contact escalations for Mattel 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:

• 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

Qualifications:

• Associate's degree in business or related field

• Experience in customer support role. Call Center experience is preferred

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

The base hourly rate for this position is between $19.75 - $23.50.

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.

Videos to watch:

The Culture at Mattel

Mattel Investor Highlights