Customer Fulfilment Analyst

The Opportunity: 

This position will be responsible to provide premium customer service and be a key interface between Mattel and key customers / channels for domestic order processing. The 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 current Customer Service role will be split into centralised, transactional activities for Order Management and local Customer Fulfillment. The Order Management process from Order Intake to Confirmation is mostly market/customer agnostic providing the opportunity to better balance and utilize Fulfillment resources across EMEA.

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 RCA (root cause analysis) and clean order analysis.
• Liaison with Order Management team to resolve issues with orders
• Liaison with UK collections team to resolve credits to enable smooth shipments & cash collection.
• Liaison with Distribution Centre & TMS (Transport Management System) to solve customer problems, e.g. over capacity, incorrect SPI's (delivery special instructions), customer booking issues
• Liaison with Finance to solve customer problems e.g credit hold, issues with PEX's (price exceptions )& customer Set Up.
• Execute or support Operational Excellence on a local and regional level including Cost Saving Initiatives.