Customer Service Analyst

The Customer Service Analyst is responsible for ensuring the accurate management of B2B customer orders (retailers and distributors) coordinating the flow of information between internal areas (Logistics Operations Warehouse Sales Sales Admin) and external logistics operators (3PL). This role secures order fulfillment in terms of time and accuracy within the supply chain monitors the operational performance of the 3PL through KPIs and supports the resolution of order and delivery-related issues to ensure customer satisfaction.

The position focuses on end-to-end order fulfillment sales recognition aligned with commercial objectives and proper coordination of invoicing and delivery compliance to support Accounts Receivable (AR) processes.

What Youll Do

Process and follow up on B2B customer orders ensuring accuracy in quantities timelines and agreed conditions.

Coordinate with Logistics Operations Warehouse and 3PL to guarantee timely order preparation and delivery.

Monitor and track 3PL operational KPIs identifying deviations and proposing corrective actions.

Handle and resolve issues related to orders deliveries or returns ensuring customer satisfaction.

Maintain regular communication with Sales and Sales Admin teams to align customer expectations and order status.

Register and update order information in the internal system ISIS (AS400) ensuring data accuracy.

Support the preparation of basic performance and order status reports for management review.

Contribute to continuous improvement initiatives to optimize customer service and supply chain processes.

Monitor and manage two-way KPIsevaluating both 3PL and internal performanceincluding On-Time Delivery Service Level Logistics Efficiency and Cost.

Qualifications :

Who Were Looking For:

• Bachelors Degree Business Administration or
• Bachelors Degree International Trade or
• Bachelors Degree Industrial Engineering or
• Bachelors Degree Logistics or
• Bachelors Degree Related
• 2-5 Years B2B customer service or
• 2-5 Years National Retail Logistics or
• 2-5 Years Supply Chain Operations
• Basic knowledge of logistics order management and supply chain processes.
• Experience with ERP/AS400 systems (ISIS).
• Proficiency in Microsoft Excel (intermediate).
• Basic - Intermediate English Level (Able to mantain conversations read/write emails)
• Customer orientation and strong teamwork skills.
• Analytical thinking organization and problem-solving.
• Effective communication and interpersonal skills.
• Priorization skills for multiple tasks.

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. Join Mattels 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 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 https // and .

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. 

Remote Work :

No

Employment Type :

Full-time