Customer Service Coordinator

Company Description

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, entertain and develop children through play.

At Mattel we are at our best when every member of our team feels respected, included, and heard. We are committed to facilitating a diverse and inclusive workplace that values and shares an infinite range of ideas and voices that evolve and broaden our perspectives. We also aim to create a family-friendly workplace that makes it possible for our team to more easily balance family life and their work at Mattel. This culture has been recognised by our team and Mattel ANZ have been certified as a Great Place to Work company!

Job Description

Mattel Australia & New Zealand are seeking a proactive and team oriented Customer Service Coordinator join our Logistics team! In this role you will provide a level of service to consumers that ensures consumer expectations are met and surpassed.

The right candidate for this role will have previous experience in a Customer Service role, effective communication skills, and will be excited to join a purpose drive, fun (we sell toys!) and fast paced organisation where no two days are the same.

This role is based at our distribution centre in Truganina.

As a Customer Service Coordinator you will be responsible for: 

• Assisting consumers with all forms of product information inquiries, including product availability, quality inquiries, spare parts request and product warranty inquiries.
• Liaising with Warehouse Distribution staff to communicate consumer delivery expectations for spare part or replacement products.
• Ensuring all consumer calls and letters are answered in a timely and professional manner.
• Ensuring that all Safety Complaints are fully documented and reported to relevant staff as a priority. 
• Maintaining an acceptable level of product knowledge in order to provide accurate and up-to-date information to both internal and external customers.
• Providing and maintaining all Consumer Relations Key Performance Indicators.
• Filing and maintenance of relevant consumer correspondence documents into archive storage.
• Ensuring all product information is recorded correctly to provide accurate data at all times.
• Ensuring all Safety Complaints, Customer information and Incidents are processed in the Consumer Data Base, updated in the Safety Case Logbook and emailed to relevant staff.  
• Completing ACCC Forms and emailing to Management within mandatory 48 hour timeframe.

Qualifications

• Intermediate computer skills (Microsoft Office)
• Accurate data entry skills
• Previous experience in a Customer Service role.
• Effective communication skills, both written and verbal.
• Attention to detail
• Works well under pressure

Additional Information

Does this sound like you? Are you excited in the opportunity to work with iconic brands and drive commercial success? If so apply now!