Consumer Services Coordinator

Consumer Services Coordinator

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.

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.

What We're Looking For:

• 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 collaborate, innovate, and execute with a purpose to empower generations to explore the wonder of childhood and reach their full potential.