Supervisor Customer Service - East Aurora, NY - Mattel, Inc.

Description

Company Description

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.

Job Description

The Opportunity:

The Consumer Services Supervisor is responsible for overseeing the daily operations of the Support/CIR Team with the warranty and DTC business. Success in this role requires proven leadership, a results oriented mindset, strong interpersonal and organizational abilities, and familiarity with Mattel and Fisher-Price products.

You will collaborate with offshore call center leadership, cross-functional partners, and Consumer Services teams to ensure accurate data is delivered to regulatory and quality teams, while upholding our commitment to providing World-Class Customer Service.

What Your Impact Will Be:

• Lead and support the team by ensuring accurate timekeeping, handling personnel concerns, and fostering growth through coaching and development.
• Ensure team compliance with company policies, procedures and regulatory requirements.
• Collaborate with the offshore leadership team to deliver critical feedback to agents, supporting consumer satisfaction and accurate case documentation.
• Identify training needs and assist in developing programs to enhance team knowledge and skills.
• Handle escalated consumer inquiries and resolve issues efficiently and professionally.
• Monitor business performance and integrate company goals into the team's daily operations.
• Foster a positive, motivating, and inclusive team environment.

Qualifications

What We're Looking For:

• BA/BS in Business, Communications or related field; or equivalent in experience and education.
• Proven experience in a customer support environment, with at least 1-2 years in a supervisory or leadership role.
• Strong leadership and coaching abilities with a focus on team development. Ability to motivate team members to create a feeling of energy, excitement, and personal investment.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated proficiency in Microsoft Office applications, Salesforce, and a variety of
• Performance measurement and reporting tools.
• Exceptional analytical skills. Must be able to diagnose problems and identify solutions.
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
• Ability to work with minimum supervision and independently prioritize work without missing critical deadlines.
• Accountability to take personal ownership for delivering and exceeding your commitments. You hold yourself, team and partners to the highest standard for performance necessary to achieve results.
• The pay range is indicative of projected hiring range, however base pay will be determined based on a candidate's work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

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. Join Mattel's Talent Community and start receiving exciting updates about our company, our employees, and our culture. Also, interested in signing up for job alerts? Do so here

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 behaviors:

• 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 recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

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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, color, 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.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:

The Culture at Mattel

Corporate Philanthropy