Order Management Supervisor

**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 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 Opportunity**:
As the Order Management Supervisor, you will be accountable for leading a team of Order Management analysts efficiently and accurately processing orders supporting EMEA (Europe, Middle East, Africa) customers.

In addition, you will also execute policies regarding allocation and pricing while escalating issues to the EMEA Management team in a timely manner. This role will manage their own accounts while monitoring team performance and adherence to service level agreements.

**What Your Impact Will Be**:
**Team Leadership and Management**:

- Manage and supervise a team of Order Management Analysts, providing guidance, coaching, and feedback on performance and growth.
- Monitor team workload and ensure equitable distribution of tasks.
- Conduct regular team meetings to communicate updates, address challenges, and foster a collaborative environment.
- Identify training needs and facilitate the development of team members.
- Conduct performance reviews and contribute to the professional development of direct reports.

**Order Intake & Clean Order Processing**:

- Oversee the accurate and timely intake of customer orders through various channels.
- Ensure orders meet all necessary criteria for processing (e.g., pricing, terms, completeness).
- Be capable of executing order intake and clean order processing during peak periods or to support resource flexibility.
- Troubleshoot and resolve order intake related issues.

**Order Allocation & Release (Support Role)**:

- Collaborate with the EMEA Customer Fulfillment and Inventory teams regarding order allocation and release priorities.
- Provide necessary information and support to facilitate efficient order fulfillment.
- Understand the order allocation process and potential constraints.

**Liaison with EMEA Customer Fulfillment**:

- Serve as the primary point of contact for the EMEA Customer Fulfillment team regarding order-related inquiries and issues.
- Proactively communicate potential order discrepancies or challenges.
- Collaborate effectively to resolve order holds, shipping issues, and other fulfillment-related matters.
- Facilitate the reconciliation of order-related claims in partnership with the EMEA Customer Fulfillment team.

**Operational Oversight and Improvement**:

- Monitor daily operational performance and identify areas for improvement in order management processes.
- Analyze order management data to identify trends and potential issues.
- Conduct root cause analysis of order-related errors and implement corrective actions.
- Initiate and actively participate in continuous improvement initiatives to enhance efficiency, accuracy, and customer satisfaction.
- Ensure adherence to established order management policies and procedures.
- Maintain accurate and up-to-date documentation of order management processes.

**Communication and Collaboration**:

- Maintain clear and effective communication with internal stakeholders (e.g., Sales, Logistics, Finance) and external partners.
- Escalate complex issues to the appropriate stakeholders in a timely manner.
- Foster strong working relationships with cross-functional teams.

**Qualifications**
**What We’re Looking For**:

- Bachelor’s degree in business administration, Supply Chain Management, or a related field preferred.
- 3-5 years of experience in Order Management or Order Fulfillment, with a proven track record of delivering products to retailers.
- Experience working in a fast-paced and/or seasonal business environment is highly desirable.
- Fluent in English, both written and verbal, is mandatory.
- Exceptional organizational skills and strong time management abilities, with the capacity to prioritize and manage multiple tasks effectively.
- Proven experience in conducting root cause analysis and actively participating in or leading improvement initiatives.
- Any additional experience in other areas of the Supply Chain (e.g., Logistics, Inventory Management, Customer Service) would be considered a significant benefit.
- Proficiency in using relevant order management systems and software.
- Strong problem-solving and analytical skills.
- Excellent communication, interpersonal, and collaboration skills.
- Demonstrated leadership potential and the ability to motivate and develop a team.

**Additional Information**

**How We Work**:
We are a purpose driven company aiming to empower generations to expl