Fulfillment Analyst

The Opportunity

This position will be responsible for providing premium customer service and serving as a key interface between Mattel and customers/channels for order & delivery processing. The Customer Fulfillment Analyst will be a primary point of contact for the central Order Management team and support the Inventory Management & Fulfillment functions by streamlining processes and finding innovative solutions as part of the S&OE cycle.

Impact & Responsibilities

• Actively participate in the S&OE escalation and action resolution led by Inventory Analyst, assess inventory and allocation effectiveness relative to future stock and priorities; provide fill rate KPI and clean order analysis.
• liaise with customers to share inventory information, improve orders & delivery processes, and improve fill rates.
• liaise with Order Management team to resolve issues with orders and credits to enable smooth shipments & cash collection; for specific situations, the local Fulfillment Analyst may continue processing orders.
• liaise with Distribution Centre & TMS to solve customer problems (e.g., over capacity, incorrect SPI's, customer booking issues).
• liaise with finance to solve customer problems (e.g., credit hold, issues with PEX's & customer set‑up).
• process customer account creation & changes.
• manage claims, corrective action plans & credit/debit notes and KPI related to claims.
• execute or support Operational Excellence on a local and regional level, including cost‑saving initiatives.

Qualifications

• 3‑5 years in order management, operations and supply chain delivering products to retailers, preferably in a fast‑paced/seasonal business.
• Strong written and verbal communication skills in French and English.
• Experience in a supply‑chain role with a good understanding of supply‑chain management.
• Foundational analysis with advanced computer skills (Excel pivot tables, charts, functions), Cognos/Tableau, SQL queries (advantageous).
• Desirable AS400 ERP experience.
• Strong organizational skills and ability to prioritize workload.
• Problem‑solving based on continuous improvement.
• Proactive team‑player with excellent intercultural awareness and customer‑centric approach.
• Juggling multiple customer needs while managing sales expectations.
• Building relationships with external customers, sometimes adjusting service for non‑key customers who were previously serviced the same as key customers.
• Ability to navigate through ambiguity.

Benefits & Compensation

• Annual gross salary between EUR 41,280 – EUR 49,020.
• Variable remuneration: participation in Mattel Incentive Plan (MIP) with a target of 5 % of base salary; amounts are determined by company performance and individual performance.
• Paid holidays: 2.5 days per month + prorated RTT days + compensatory public holidays.
• Hybrid work arrangement.
• Commute support: 50 % contribution for public transport (Pass Navigo) or travel allowance for those commuting by bike or car‑pool.
• Meal voucher/participation in meals (56 % covered by Mattel) or coverage of corporate restaurant subsidy.
• Employee assistance program: access to Modern Health, Headspace, and Maven.
• Supplementary retirement plan.
• Company savings plan.
• Participation.
• Health insurance.
• Dental insurance.
• Life and invalidity insurance.
• Family program: up to 24 weeks of paid maternity leave (or up to 12 weeks paid maternity leave for the co‑parent) fully paid upon the arrival of a new child; support to return to work, parenting pathway and family care leave.

Equal Opportunity Employer

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.