Team Lead Customer Service

Date: 01-Jun-2022

Location: Uxbridge, Greater London, GB

Company: Hasbro


Hasbro European Services provides various services to Hasbro business units in Europe and the Middle East and Africa.

At Wizards of the Coast, we connect people around the world 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!

To actively participate as a member of the Operations Team. Resolving routine and non-routine supply chain enquiries, seeking to improve processes, and building a good working relationship with all team members to deliver the agreed level of Service. To support and coach other members of the Operations team, whilst being a key link to the Supply Chain Manager. Also required to support and provide input into future projects and initiatives within the wider business.

What you'll do:

  • To manage Account(s) from any Channel from order receipt, issue resolution to stock allocation through to distribution.
  • To ensure the Customer expectation is managed and met; that they receive goods at the correct time, within the correct packaging at the correct price.
  • Proactively manage the information flow to the Account relating to order information, availability information, issue resolution and shipment timing.
  • Have a clear understanding of the UK business objectives, and related Account activities.
  • Follow and adhere to Company Policies and Procedures in line with SOX requirements, ensuring outstanding levels of quality and accuracy within all transactions.
  • To take personal responsibility for achieving excellent levels of customer service and customer satisfaction when dealing with customers, both internal and external.

Provide Excellent Customer Service and Accurate day to day Order

Order Management: Management of Wizards product, FOC, and POS, resolving EDI issues, ensuring correct quantities, pricing and delivery dates and any other requirements such as special packaging are delivered within specific ordering cycles. Proactively complete and communicate any cancellations, resolve any incomplete orders at the first opportunity, and regularly review the open order book. To ensure all orders are in delivery in line with planning schedule. Ensure rejection codes are correct, cancellations are kept to a minimum and fill rate is to the highest possible level. On a daily basis ensure that all orders across the required channels are in line with the above and work with the other operations team members to resolve outstanding issues. Be the first point of contact for the team in helping to resolve queries and questions that arise.

Customer Liaison: Point of contact for the customers for orders, understand the ordering cycle and deal with routine enquiries and resolve non-routine enquiries. Be the escalation point for unresolved customer enquiries.

Flow Plans and Reserves: Be aware of urgent/promotional stock requirements, set change and review your Account Allocation and Account reserve regularly. Manage and maintain the account reservations across the required channels

Communication: Work closely with the SSC France for immediate order issue resolution; with Distribution Centre for forward planning and customer bookings; and Sales team for ordering updates. Be aware of credit status on your accounts. Routinely check that all orders across the required channels are in line with the above and work with the other operations team members to resolve any outstanding issues. Be the first point of contact for the team. Helping to resolve queries and questions that arise.

Product Knowledge: Be aware of listings, catalogue launches, New Release dates and stock arrival, including allocation lines.

Processes: Ensure work instructions and processes are updated regularly. Recommend improvements and implement processes to continually develop our service and performance.

Meetings: Lead Channel meetings, walk the KAM’s through the order book highlighting issues, concerns and risks.

Targets: Be aware of the Business Targets for the UK.


  • Collate & maintain the daily reporting of the open order book (with commentary), orders with the Distribution centre and orders shipped, following up on any issues. Highlighting risks to either the monthly revenue number or the release to the supply chain manager.
  • Maintain the retro planner and other planning documents
  • Maintain Customer profile documents
  • Projects. Take ownership of projects as appropriate and work with the whole ops team to achieve the set goal.

Master Data

  • To be an ambassador for Operations Master Data working with the SSC France
  • Take the lead in New Account Set up
  • Manage Material Determination
  • Resolving EDI order issues across all accounts


  • Adhere to all processes ensuring 100% compliant


  • Create paperwork for Free of Charge,
  • Provide weekly analysis regarding orders & shipments.
  • Be a positive, influential team player in the Operations Team embracing WotC Corporate Values and participate fully in the company’s aims and objectives for continuous improvement.
  • Provide cover during planned and unplanned absence to maintain customer satisfaction and service levels across the team.
  • Proactively review processes and procedures to seek opportunities for cost and service improvements. 
  • Be a flexible member of the business, ensuring we meet all commercial requirements of the business.

We are an Equal Opportunity / Affirmative Action Employer

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know.