Customer Order and Supply Chain Representative - 12-month contract

Overview

Wizards of the Coast, (WotC) is one of the world\’s largest publishers of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Roleplaying Games. Hasbro SA, based in Delemont, Switzerland, sells WotC products in Europe through its distributor Hasbro European Trading BV (HET). WOTC Europe is part of this local Hasbro entity and provides services to HET.

Are you our next Customer Order and Supply Chain professional, with experience as a Customer Account Representative?

This role is initially a 12-month contract to join a dedicated team at Hasbro / Wizards of the Coast, based in Stockley Park, Uxbridge / Hayes, with hybrid working. You will be required in the office on Tuesdays, Wednesdays and Thursdays, with flexibility on Mondays and Fridays. This is a full-time position.

Contract details: 12-month contract, hybrid working arrangement, office presence on Tue/Wed/Thu, flexibility on Mon/Fri.

Responsibilities

• Order Management: Management of WotC products, FOC, and POS, resolving EDI issues, ensuring correct quantities, pricing, and delivery dates, and fulfilling any other requirements, such as special packaging, delivered within specific ordering cycles. Proactively complete and communicate cancellations, resolve incomplete orders at the first opportunity, and regularly review the open order book to ensure all orders align with the planning schedule. Ensure rejection codes are correct, cancellations are minimized, and fill rate is as high as possible.
• Customer and e-Commerce Liaison: Point of contact for both e-Commerce customers and other customers for orders; understand the ordering cycle and handle routine inquiries and resolve non-routine inquiries. Manage customer expectations and ensure goods are received at the correct time, in the correct packaging, and at the correct price.
• Reserves: Awareness of urgent/promotional stock requirements; set changes and regularly review Account Allocation and Account Reserve.
• Clear Communication: Work closely with the SSC (Shared Service Centre) team for immediate order issue resolution, with Distribution Centres for planning and customer bookings, and with the Sales team for ordering updates. Maintain full knowledge of the credit status on your accounts.
• Product Knowledge: Awareness of listings, catalogue launches, new release dates and stock arrival, including allocation lines.
• Processes and Procedures: Ensure work instructions and processes are updated regularly. Recommend improvements and implement processes to continually develop service and performance. Manage accounts from any channel, from order receipt, resolving stock allocation through to distribution. Proactively manage information flow to the account related to order information, availability information, issue resolution and shipment timing. Follow and adhere to Company Policies and Procedures in line with SOX requirements, ensuring high quality and accuracy within all transactions.
• Reporting: Daily reporting of the open order book (with commentary), orders with the Distribution Centre and orders shipped; follow up on any issues. Actively participate as a member of the Operations Team, resolving routine and non-routine supply chain inquiries, seeking to improve processes, and building good working relationships with all team members to deliver the agreed level of service. Have a clear understanding of the EMEA & Global business objectives and related account activities.

Qualifications and Skills

• Knowledge, Skills and Behaviours required: Take personal responsibility for achieving excellent levels of customer service and customer satisfaction when dealing with customers, both internal and external (e-Commerce and general Customers).
• Proven Supply Chain and Order Management experience.
• Excellent command of the English language and communication skills.
• Excellent administration skills, highly organized with attention to detail.
• PC skills – MS Word and Excel, and knowledge of SAP as a minimum requirement.
• Numerical reasoning skills.
• Deadline-oriented, with the ability to escalate/ mitigate risks.

Leadership Principles

• Knowing is Half the Battle
• Break the Mold
• Take Charge
• Be Legendary
• Friendship is Magic
• Matrix of Leadership

Hasbro is an Equal Opportunities Employer.

The above is intended to describe the general content of the role, and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or role requirements. We value diversity at Hasbro and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Interviews at Hasbro take place in person and virtually as part of our recruitment process. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward and have a medical condition or an individual need for adjustment to our process, please let your recruitment partner know so we can consider how best to support you and make any adjustments that may reasonably be needed.