Specialist, Operations Support( 12-Month Contract)

At Wizards of the Coast, we connect people worldwide through play and imagination. From our genre-defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!

POSITION PURPOSE:

Wizards of the Coast continues our rapid growth in the Asia Pacific!

We seek an operational wizard (12-month contract) interested in maximizing our potential to bring joy and delight to the APAC gaming community by ensuring that we have the proper inventory at the right places at the right time and with the correct value!

This is achieved by accomplishing various Operational and Planning functions and playing a critical role in managing order fulfillment, enhancing customer service, and supporting demand planning and forecasting.

This role also administers several systems and processes to support the broader APAC sales, finance, and logistics teams in achieving Wizards’ goals. The role includes leading a project to improve our demand planning tools over the next few months.

We are looking for individuals motivated by being part of a truly global team, working together to deliver the best customer experience through relentless problem-solving and process orientation.

The candidate will need to be flexible and open to evolving roles and responsibilities aligned to the changing needs of this business unit as it grows and expands.

RESPONSIBILITIES:

• Accountable for the accurate and efficient processing of APAC order administration received through various channels, including end-to-end ownership of order flow, fulfillment, payment, disputes, and documentation archiving.
• Manage relevant requests, escalations, and resolutions across internal and external stakeholders, such as Technology, Logistics, Warehouse, Operation, Commercial, Brand, and Marketing teams.
• Provide excellent customer service and sales support for order-related issues and inventory availability and respond to fundamental questions regarding order status, pricing, tracking information, order confirmation, and invoice reprints.
• Track and optimize Wizard’s inventory level across all APAC warehouses to meet sales demand and mitigate potential obsolescence.
• Oversee and update internal stakeholders on the inbound and outbound shipping status from production centers to customers.
• Develop, lead, and maintain projects, taking complicated problems and building simple frameworks to improve demand planning tools, including requirements gathering, solution development, and implementation.
• Collaborate with regional stakeholders to identify requirements, develop solutions, and implement changes to optimize demand planning processes and sales reporting tools.
• Monitor and report on project progress, addressing any issues and ensuring timely delivery of project milestones.
• Maintain accurate records and documentation for order processing, inventory management, and project progress.
• Report on operational metrics and project outcomes and ensure compliance with internal processes and regulatory requirements
• Perform other duties as defined and needed.

Qualifications:

• A bachelor’s degree in operations management, business administration, economics, statistics, or a related field or equivalent work experience is required.
• Minimum of 3 years experience in Customer Service, Operation, Planning, or Analyst roles.
• Proficiency with SAP, Power BI, Microsoft 365, or other enterprise-level sales & inventory systems.
• Strong Excel skills, with an aptitude for learning other analytics tools.

Knowledge, Abilities, and Characteristics:

• This individual should possess a solid technical aptitude, a passion for exploring, and a proven ability to lead projects focused on optimizing tools and system enhancements.
• They should be process-oriented and adept at adhering to and improving established procedures.
• Ability to anticipate potential issues and address them proactively.
• A clear, proactive communicator who provides timely updates on emerging issues.
• Capable of working with diverse teams across various time zones and cultures.
• High degree of responsibility, with the ability to work independently and collaboratively.
• Versatile and quick learner who can adapt to changing circumstances and new challenges.
• Ability to maintain the confidentiality of customer and business data.
• Strong documentation skills emphasizing attention to detail, excellent follow-up, and action-oriented skills.