The Opportunity:
This position will be responsible to provide premium customer service and be a key interface between Mattel and customers / channels for order & delivery processing. The Customer Fulfillment Analyst will also be a primary point of contact for the central Order Management team. The Customer Fulfillment Analyst supports and brings forward the Inventory Management & Fulfillment functions by streamlining processes and find innovative solutions as part of the S&OE cycle.
The Customer Fulfillment Analyst will focus on item set-up, inventory utilization, allocation and delivery efficiency based on specific local customer priorities and requirements. In addition, the Fulfillment team will have a secondary role in the order to cash process supporting Finance.
What Your Impact Will Be:
- Actively participate in the S&OE escalation and action resolution that will be led by Inventory Analyst. Actively assess inventory and allocation effectiveness relative to future stock and priorities. Provide fill rate KPI and clean order analysis
- Liaison with Customers to share inventory information, improve orders & deliveries processes & improve Fill rates
- Liaison with Order Management team to resolve issues with orders and credits to enable smooth shipments & cash collection. For specific situations, the local Fulfillment Analyst may continue processing orders
- Liaison with Distribution Centre & TMS to solve customer problems, e.g. over capacity, incorrect SPI's, customer booking issues
- Liaison with finance to solve customer problems e.g credit hold, issues with PEX's & customer Set Up.
- Process Customer account creation & changes
- Management of claims, corrective actions plans & credit/debit notes and KPI related to claims
- Execute or support Operational Excellence on a local and regional level including Cost Saving Initiatives.