Job 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.

The Team:

The Customer team is responsible for managing customer orders from receipt through delivery while ensuring a high level of service and operational efficiency. The team partners closely with internal cross-functional departments including Sales, Planning, Operations, and Finance to support customer satisfaction and achieve fulfillment goals. The department focuses on proactive issue resolution, inventory management, process improvement, and driving operational excellence to support Mattel’s retail and distributor partners. The team is committed to delivering accurate, timely, and customer-focused service while continuously improving supply chain effectiveness.

The Opportunity:

The Customer Fulfillment Analyst plays a critical role within Mattel’s global supply chain by ensuring customer orders are processed efficiently and accurately from receipt through shipment. This role acts as a key point of escalation for order-related issues and partners cross-functionally to drive operational excellence, enhance customer satisfaction, and support continuous process improvement.

This position is located at our Mississauga, Canada campus.

What Your Impact Will Be:

• Execute customer order processing activities with a high degree of accuracy using the AS400 order management system.
• Serve as the primary point of contact for retailer accounts and Sales Managers for all order, shipment, and fulfillment communications.
• Manage order exceptions related to inventory availability including shortages, allocation challenges, estimated delivery timelines, and timing risks.
• Monitor and support fulfillment performance metrics including fill rates, order accuracy, and service levels.
• Minimize customer fines and deductions by ensuring compliance with customer-specific routing, shipping, and order requirements.
• Provide timely and accurate item, order and shipment information to customers, Sales team, and management for use in planning, scheduling and forecasting.
• Build and maintain strong customer relationships through professional, proactive, and collaborative communication.
• Partner effectively with cross-functional teams including Supply Chain, Logistics, Sales, and Finance to support positive customer experiences and operational efficiency.
• Support process improvement initiatives to enhance operational efficiency and customer service.
• Support deduction claims resolution activities and identify opportunities to improve supply chain effectiveness and speed to market.

Qualifications

What We’re Looking For:

• 3+ years of experience in customer fulfillment, order management, supply chain operations, or a related role.
• Bachelor’s Degree or equivalent relevant experience.
• 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.
• Communication skills to promote a free flow of information throughout the organization creates a feeling of energy, excitement, and personal investment.
• Speed to pursue business objectives with passion and a sense of urgency that is inspiring both inside the company and to our outside partners and customers. You thrive on winning for Mattel!
• Knowledge of Order-to-Cash processes and logistics operations.
• Exceptional interpersonal and communication skills. Ability to achieve results through communications within a worldwide network of markets and sources.
• Excellent analytical skills. Must be able to predict/diagnose problems and identify solutions.
• Ability to work with minimum supervision and independently prioritize work without missing critical deadlines.
• Demonstrated ability to effectively manage multiple projects in a dynamic environment.
• Proficiency in Microsoft Office applications – Excel, Outlook, Teams.
• Mature judgment and strong organizational skills.
• Basic understanding of EDI technology as it relates to the transmission of Purchase Orders and Invoices.
• Exemplary attendance and job performance.
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

This posting is for an existing vacancy.

*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.

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.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers

Mattel is a proud Equal Opportunity Employer and we are committed to creating a welcoming, inclusive and barrier-free workplace. We are committed to providing accommodations to all applicants throughout the interview process, upon request, in all aspects of the selection process.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy