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Customer Service Analyst
Mexico City, Mexico City
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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.
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 You'll 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 KPIs—evaluating both 3PL and internal performance—including On-Time Delivery, Service Level, Logistics Efficiency, and Cost.
Who We're Looking For:
- Bachelor's Degree Business Administration or
- Bachelor's Degree International Trade or
- Bachelor's Degree Industrial Engineering or
- Bachelor's Degree Logistics or
- Bachelor's 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.
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. Join Mattel's 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 world’s 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.
Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.
Visit us at https //jobs.mattel.com/ and www.instagram.com/MattelCareers .
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.
EEO and Accessibility Commitment
Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, individuals with disabilities, and those of all sexual orientations and gender identities.
Mattel aims to make its Careers website accessible. It is Mattel’s Policy to provide reasonable accommodations to people with disabilities as required by law. If you’re interested in applying for employment with Mattel, and need assistance with this online system at any point during the application, screening or selection process, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: TalentAcquisition@mattel.com. It is Mattel's Policy to consider all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, social origin, age, marital status, veteran and protected veteran status, disability, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, genetic information, gender, gender identity or expression, or any other basis protected by applicable law.