Consumer Services Coordinator

The Opportunity: 

Mattel is looking for a Consumer Services Coordinator to support the Mattel lines of business at the Fisher Price East Aurora location. Role will handle consumer contact escalations for Mattel and other product lines ensuring internal teams and thirdparty support adhere to established metrics when handling consumer issues.

What Your Impact Will Be: 

• Respond to Tier 1 agent escalated contacts from our third party. Work with the consumer to resolve the contact in a timely fashion based on service guidelines.
• Respond to Tier 1 agent inquiries. Ensure agents have knowledge needed to respond appropriately to consumers.
• Respond to worldwide safety related contacts including those on social media.
• Work with QA team to review quality of Tier 1 consumer calls and provide feedback to agents as needed.
• Ensure orders are processed in a timely manner and follow up with consumers as needed on issues.

Qualifications :

What Were Looking For:

• Associates degree in business or related field.
• Experience in customer support role Call Center experience is preferred.                                       
• Strong attention to detail and able to identify trends.
• Must be able to work independently and take initiative to do what is needed to achieve quality performance goals.
• Strong written and verbal communication skills.
• Strong PC proficiency to include Microsoft Office Word PowerPoint Excel Salesforce (asset)
• Demonstrated a growth mindset by staying curious and continuously learning embracing challenges and improving themselves.

The base hourly rate for this position is between $19.20 and $21.50.
**This range is indicative of projected hiring range however base hourly rate will be determined based on a candidates 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 :

Dont meet every single requirement At Mattel we are dedicated to an inclusive workplace and a culture of belonging. If youre excited about this role but your past experience doesnt 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 performancedriven company. We strive for excellence and are focused on pursuing bestinclass 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 FisherPrice 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 worlds 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.

Mattels awardwinning workplace culture has been recognized by Forbes Fast Company Newsweek Great Place to Work TIME and more.

Visit us at  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
Mattel Investor Highlights