Consumer Services Coordinator

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.

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 third-party support adhere to established metrics when handling consumer issues.

• 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.

• Associate’s 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 pay range of $20 - $24 hourly 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.

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.

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.