Customer Fulfilment Analyst

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 Team: Mattel’s Global Supply Chain Organization is a competitive advantage for Mattel. Mattel’s Supply Chain is ever evolving to support the amazing portfolio of Mattel products and is never boring! Sitting within the EMEA Supply Chain team that is responsible for all elements of planning and customer fulfilment; you will be critical to helping to provide end to end first-class supply chain services for our Customers.

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 Fulfilment Analyst supports and brings forward the Inventory Management & Fulfilment functions by streamlining processes and finding 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 Fulfilment. The Order Management process from Order Intake to Confirmation is mostly market/customer agnostic providing the opportunity to better balance and utilise Fulfilment resources across EMEA.

The Customer Fulfilment Analyst will focus on item set-up, inventory utilisation, allocation and delivery efficiency based on specific local customer priorities and requirements. In addition, the Fulfilment 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 SPIs (delivery special instructions), customer booking issues.
• Liaison with Finance to solve customer problems e.g. credit hold, issues with PEXs (price exceptions) & customer Set Up.
• Execute or support Operational Excellence on a local and regional level including Cost Saving Initiatives.

Qualifications What We’re Looking For:

• Previous experience in Order Management, Operations, and Supply Chain, preferably delivering products to retailers in fast-paced or seasonal businesses.
• Strong understanding of Supply Chain Management and related processes.
• Strong analytical skills with advanced computer proficiency in Excel (pivot tables, charts, functions); experience with Cognos/Tableau and SQL queries is a plus.
• Excellent written and verbal communication skills in English.
• Strong organisational skills with the ability to prioritise workload effectively.
• Problem-solving mindset with a focus on continuous improvement.
• Proactive team player with excellent intercultural awareness and a customer-centric approach.
• Ability to manage multiple customer needs while balancing sales expectations.
• Skilled at building and maintaining relationships with external customers and stakeholders, including adjusting service levels when appropriate.
• Comfortable navigating ambiguity and adapting to changing circumstances.
• Demonstrates a growth mindset by staying curious, embracing challenges, and continuously improving.

Additional Information Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. 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 behaviours:

• 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 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 generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognised by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, colour, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.