CDD - Customer Service Representative / Attaché Service Client H/F
CDD - Customer Service Representative / Attaché Service Client H/F
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Job Description
The Opportunity:
Vous fournissez un service dexcellence et tes linterface entre les diffrents services de Mattel et ses diffrents prestataires. Vous vous concentrez sur la gestion des commandes la gestion des allocations & des releases loptimisation du taux de service & cots logistiques la facturation le suivi des livraisons le traitement des retours et la gestion des litiges.
Vous assurez galement le reporting et lanalyse de KPI Customer Service notamment Taux de service litiges Cost To Serve.
Ce poste est ouvert en CDD dans le cadre dun remplacement.
What Your Impact Will Be:
- Dvelopper des relations proactives avec les clients en tant leur point de contact privilgi dans la gestion de lensemble des sujets inhrent au Customer Service
- Grer les commandes dans le respect des conditions commerciales (respect tarifs remises dlais de paiement) et dans une optique doptimisation du taux de service et des couts
- Assurer la communication des dates de disponibilit produits
- Assurer une proactivit dans lidentification et la rsolution des problmatiques rencontrs en tant force de proposition
- Assurer la rsolution des litiges dans le respect des chances de paiement ainsi que lmission des avoirs & refacturations
- Dans une optique damlioration continue identifier les opportunits damlioration de la qualit de service de process et de couts des clients grs
- tre un relais efficace et en temps opportun auprs des autres dpartements pour remplir la mission notamment auprs du service commercial du service financier de lentrept du Customer Service Regional et des prestataires externes (Genpact & DHL)
- Editer les reportings de Taux de service Clients analyser les performances et proposer les plans dactions visant amliorer les KPI
- Analyser les indicateurs lis aux Costs To Serve et contribuer la mise en place de plans visant optimiser les couts
- Editer les reportings de litiges procder leur analyse laborer les plans dactions visant les rduire
- Effectuer la cration des nouveaux comptes clients et les modifications
- Prparer et participer aux RV clients sur lensemble des aspects customer service
- Proposer et piloter des initiatives damlioration du dpartement
The purpose :
- Comprhension des enjeux globaux dans une optique de performance globale du dpartement Supply Chain et de lorganisation.
- Forte capacit sorganiser et re-prioriser ses propres tches.
- Niveau lev de responsabilit au regard des objectifs dexpdition et de profitabilit de lentreprise du service dexcellence et de la satisfaction clients.
- Le rle dinterface privilgie avec les clients internes et externes implique un excellent relationnel et sens de la diplomatie dans la recherche de solution
- Solides capacits danalyse
- Facteurs Clefs de Succs: valeur shippe taux de service niveau de litiges et de pnalits cost to serve clients et les flux de trsorerie - Maximiser la satisfaction clients
Qualifications :
What Were Looking For:
Comptences:
- Capacit danalyse
- Orientation rsultat pour assurer un haut niveau de performance
- Capacit dinfluence
- Pro activit et force de proposition dans la recherche de solutions innovantes
- Capacit organiser et prioriser
- Capacit collaborer avec les autres quipes
Education:
- Niveau Bac 2 ou niveau quivalent acquis par la pratique professionnelle.
Experience:
- Minimum de 2 ou 3 ans dexprience au sein dun dpartement Supply Chain ou quivalent
- Flexibilit et ouverture desprit
- Capacit travailler sous pression dans un environnement en constante volution
- Matrise de la langue franaise et anglaise lcrit et loral
- Matrise des outils bureautiques (Microsoft Office)
- Matrise dOracle et / ou de lAS400
- Excellente communication verbale et crite
Informations supplmentaires :
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 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 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 award-winning 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
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
