Retail Merchandiser - East Syracuse, NY 13057

CREATIVITYISOURSUPERPOWER.It'sourheritageandit'salsoourfuture.Becausewedon'tjustmaketoys.Wecreateinnovativeproductsandexperiencesthatinspire,entertainanddevelopchildrenthroughplay.Mattelisatitsbestwheneverymemberofourteamfeelsrespected,included,andheard-wheneveryonecanshowupasthemselvesanddotheirbestworkeveryday.Wevalueandshareaninfiniterangeofideasandvoicesthatevolveandbroadenourperspectiveswithareachthatextendsintoallourbrands,partners,andsuppliers.

TheOpportunity:

Inthisrole,youwillprovidealevelofservice,toconsumers,thatensuresconsumerexpectationsaremetandsurpassed.Asaresult,projectingMattelasthemarketserviceproviderleaderwithinthetoyindustry.

YouwillbesupportingtheANZmarketwhilebasedinKualaLumpur.

WhatYourImpactWillBe:

ConsumerResponse

• Ensurepromptandcourteousattentiontoallconsumerinquiriesinorderforinternalandexternalcustomerexpectationstobemetandsurpassed.
• Assistconsumerswithallformsofproductinformationinquiries,includingproductavailability,qualityinquiries,sparepartsrequestandproductwarrantyinquiries
• LiaisewithWarehouseDistributionstafftocommunicateconsumerdeliveryexpectationsforsparepartorreplacementproducts.
• Ensureallconsumercallsandlettersareansweredinatimelyandprofessionalmanner.
• EnsureallinformationiscapturedintheAS400systemtomaintainaConsumerdatabase.
• EnsurethatallSafetyComplaintsarefullydocumentedandreportedtorelevantstaffasapriority.

ProductKnowledge

• Maintainanacceptablelevelofproductknowledgeinordertoprovideaccurateandup-to-dateinformationtobothinternalandexternalcustomers.
• LiaisewithBusinessUnitstafftoshareandreceiveinformationproductknowledge,promotionsandconsumerconcerns.

Administration

• ProvideandmaintainallConsumerResponseKeyPerformanceIndicators,includingtypeandnumberofConsumerrelatedinquiriesissuedandgatherstatisticsfromthe1300phonesystem.
• Filingandmaintenanceofrelevantconsumercorrespondencedocumentsintoarchivestorage.
• Processandrecordactivitiestoensuretheday-to-daycontrolofconsumertransactionsandtofacilitatedatacapture.

ProductRecalls

• Assistconsumerswithallformsofrecallinformationandinquirieswhenrequired.
• Ensureallproductinformationisrecordedcorrectlytoprovideaccuratedataatalltimes.

Safety

• AllSafetyComplaints,CustomerinformationandincidentsprocessedintheConsumerDataBase,updatedintheSafetyCaseLogbookandemailedtorelevantstaff.
• CompleteACCCFormsandemailtoManagementwithinmandatory48-hourtimeframe.

WhatWe'reLookingFor:

• Intermediatecomputerskills(MicrosoftOffice)
• Accuratedataentryskills
• PreviousexperienceinaCustomerService/ConsumerResponserole
• Effectivecommunicationskills,bothwrittenandverbal
• Attentiontodetail
• Workswellunderpressure
• Customerfocus-politebutfirmwhennecessary,patientandcalmunderpressure
• Teamorientation-abletoworkeffectivelyinateamenvironment
• Follow-up-strongattentiontodetail,systematic,wellorganized,managestimeeffectively
• Setsownhighstandards,establishesprocedurestoensureworkiscompletedefficiently

Who We Are:

Mattel is a leading global toy company and owner of one of the strongest catalogs of children's and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries 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 children to explore the wonder of childhood and reach their full potential.