Senior Customer Service Representative

Job description

We take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination and drive to build what’s never been built before. At Hasbro and Wizards of the Coast, you’ll collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy, connection, and community through the magic of play. This is your chance to shape legendary play that lasts a lifetime. **Senior Customer Service Representative - Macquarie Park, NSW, Australia** **Create joy and community through the magic of play.** **About the Role** At Hasbro, we're passionate about bringing people together through storytelling, imagination and play. As a leading Games, IP and Toy company, our iconic brands connect millions of fans around the world every day. We're looking for an experienced Senior Customer Service Representative to join our Australia team. This is an exciting opportunity for someone who enjoys solving problems, building trusted relationships, working across teams and driving continuous improvement. You'll be at the heart of our customer experience, partnering with customers and colleagues to support seamless order management, exceptional service delivery and operational excellence. You'll also have the opportunity to use data and insights, influence improvements and build your career within a global organisation. **What You'll Do** - Deliver exceptional service and support across order management, product enquiries and issue resolution. - Manage customer orders accurately and efficiently, partnering with internal teams to support timely delivery. - Take ownership of complex enquiries, complaints and escalations through to resolution. - Build strong relationships with customers and cross-functional partners across Sales, Supply Chain, Logistics, Marketing and Finance. - Monitor customer service performance and identify opportunities to improve processes and the customer experience. - Analyse customer and operational data, translating trends and risks into practical recommendations. - Maintain accurate records of customer interactions, orders and resolutions within internal systems. - Share knowledge and best practice, supporting a culture of collaboration and continuous improvement. **What You'll Bring** **Essential** - Significant experience in customer service, customer operations, order management or a similarly customer-focused environment. - Demonstrated ability to manage complex enquiries and resolve issues effectively. - Strong analytical skills, with the ability to interpret information and identify meaningful insights. - Excellent communication and relationship-building skills. - Strong attention to detail and a proactive, solutions-focused approach. - Ability to manage competing priorities accurately in a fast-paced environment. - Proficiency with Microsoft Excel and customer service or enterprise resource planning systems. **Preferred** - Experience with SAP or a comparable enterprise resource planning platform. - Experience using Power BI or another reporting and data visualisation tool. - Experience within consumer products, retail, supply chain or a related environment. - Exposure to process improvement or continuous improvement initiatives. **Why Join Hasbro?** - Work with talented teams, iconic brands and innovative products that inspire play around the world. - Gain exposure to a broad range of commercial and operational functions. - Develop your career within a collaborative global organisation. - Contribute ideas, influence improvements and make a meaningful impact. - Join a culture driven by creativity, curiosity and continuous learning. Employees may be eligible for annual and long-term incentives as part of their overall compensation package, depending on role, location, and eligibility. Benefits and programs may include: - Health & Wellness - Time Off to Recharge - Financial Well-being - Life & Family Support - Volunteer and Community Initiatives - Learning & Development - Exclusive Perks Please review our [Applicant Privacy Notice](https://nam11.safelinks.protection.outlook.com/?url=http%3A%2F%2Fdocs.hasbro.com%2Fprivacy%2Fjob-applicant&data=05%7C02%7CMaria.Hughes%40wizards.com%7C73f450b2476e4441be3308dec7006d14%7C701edd3ec7a84789b1ce8a243620d68f%7C0%7C0%7C639167001791388387%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=QzsYnPcynaB0OC2yYMSHab2TyW8jOlZQWyr87FBwDt8%3D&reserved=0) to learn how we collect, use, and protect your personal information in connection with the application process.