Customer Fulfillment 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.

Job Description

The Customer Fulfillment Supervisor MXCO is responsible for overseeing end-to-end customer fulfillment performance, ensuring that order execution aligns with business priorities, revenue objectives, and customer experience expectations, while acting as a strategic partner with other areas.

This role translates operational challenges into effective business decisions, drives execution excellence, and fosters cross-functional collaboration to balance priorities and mitigate risks, ensures achievement of key targets across Mexico and Central America within a highly complex, multi-channel operating environment.

What You’ll Do

• Drives Customer Fulfillment KPIs (Fill Rate, Backorder %, Service Level), ensuring performance reflects business priorities and revenue impact.
• Lead end-to-end order execution visibility, including order management, backorder prioritization, and delivery tracking.
• Translate commercial priorities into execution decisions, balancing constraints with business impact.
• Partner closely with Sales to align customer commitments with operational feasibility, challenging priorities when required.
• Drive proactive risk identification and escalation, providing clear visibility on trade-offs and proposed actions.
• Lead execution cadence (S&OE), ensuring structured cross-functional alignment across Sales, Planning, Logistics.
• Influence inventory allocation and prioritization decisions within S&OP guidelines, escalating when business priorities require adjustments.
• Lead and develop the Customer Fulfillment team, ensuring strong execution discipline, accountability, and continuous improvement.

Qualifications

Who We’re Looking For

• Bachelor’s degree in Supply Chain, Industrial Engineering, Business Administration, or related field.
• 5+ years of experience in Supply Chain, Customer Fulfillment, Logistics, or related areas.
• Experience working in cross-functional roles with Sales, Planning, and Logistics.
• Strong understanding of end-to-end supply chain processes, particularly Customer Fulfillment and order management.
• Understanding of inventory constraints, allocation logic, and S&OP alignment.
• Experience with order management systems (AS400 or similar) and advanced Excel.
• Analytical thinking with the ability to translate data into insights.
• Effective communication across different organizational levels.
• Leadership and team development.
• Exposure to high-complexity environments (retail, e-commerce, or consumer goods) is strongly preferred.

Additional Information

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.