Senior Customer Service Representative

About the Role

At Hasbro, we are dedicated to uniting people through imaginative storytelling and play. Our renowned brands engage millions of fans daily worldwide. We are currently seeking a Senior Customer Service Representative to join our team in Sydney, NSW, Australia. This role offers an exciting challenge for an individual passionate about problem-solving, establishing trusted relationships, collaborating with diverse teams, and driving ongoing enhancements.

Key Responsibilities

• Provide outstanding service by handling order management, product inquiries, and issue resolution.
• Efficiently and accurately process customer orders while coordinating with internal departments to ensure timely delivery.
• Take full ownership of intricate inquiries, complaints, and escalations until resolved.
• Develop and maintain strong connections with customers and internal partners across Sales, Supply Chain, Logistics, Marketing, and Finance.
• Track customer service performance metrics and identify areas for process and experience improvements.
• Examine customer and operational data to spot trends and risks, offering actionable suggestions.
• Keep detailed records of customer interactions, orders, and solutions in internal systems.
• Promote sharing of knowledge and best practices to foster a collaborative and continuously improving work culture.

Candidate Profile

• Substantial history in office-based customer service, customer operations, order management, or related customer-centric environments.
• Proven expertise in managing complex customer inquiries and effectively resolving issues.
• Strong analytical capabilities with the aptitude to interpret data and derive meaningful insights.
• Excellent communication skills coupled with relationship-building abilities.
• Exceptional attention to detail, paired with a proactive and solution-oriented mindset.
• Capability to juggle competing priorities in a dynamic and fast-paced setting without compromising accuracy.
• Proficient in Microsoft Excel and experienced with customer service or enterprise resource planning platforms.
• Preferred qualifications include familiarity with SAP or similar ERP systems, experience with Power BI or comparable data visualization tools, background in consumer products, retail, or supply chain sectors, and involvement in process or continuous improvement projects.

Why Join Hasbro?

• Collaborate with talented professionals, iconic brand portfolios, and innovative products that inspire play globally.
• Opportunity to work across diverse commercial and operational areas, enriching your professional experience.
• Capability to advance your career within a supportive international organization fostering creativity, curiosity, and constant learning.
• Encouragement to contribute ideas, influence positive changes, and make a meaningful impact.
• Participation in a culture valuing collaboration and continual growth.

Additional Benefits

• Potential eligibility for annual and long-term incentives depending on role and location.
• Comprehensive benefits focusing on health and wellness.
• Generous time off to recharge and foster work-life balance.
• Financial wellness programs.
• Support for life and family-related needs.
• Volunteering and community engagement opportunities.
• Learning and professional development initiatives.
• Access to exclusive perks for employees.

Privacy Notice

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