The Opportunity
American Girl, a subsidiary of Mattel, is seeking Seasonal Direct Service Agents to support our peak business season from September through early January. This is a temporary seasonal position established to provide additional support during the holiday shopping season. Employment in this role is expected to continue through the seasonal assignment and is not intended to be a regular or permanent position.
As a Seasonal Direct Service Agent, you will provide a high-quality customer experience that reflects the guiding principles of the American Girl and Mattel service philosophy while supporting our premium brands. In this role, you will assist catalog and online customers through phone and email interactions, providing professional, efficient, friendly, and knowledgeable service. You will resolve product and service-related inquiries, process customer transactions, and work toward achieving first-contact resolution whenever possible.
This is a fully remote, work-from-home position. Team members must perform their job duties from their designated home address and maintain a workspace that supports productivity, professionalism, confidentiality, and customer service standards. All necessary equipment will be provided by the Company. Employees must work from the home address provided during the hiring process and must reside in Wisconsin or Illinois.
A mandatory virtual training program is required prior to assuming job responsibilities. Candidates must be available to attend up to 10 days of training, with a training schedule of 25 to 40 hours per week. Training is typically conducted Monday through Friday between 8:30 a.m. and 4:30 p.m. or 5:00 p.m. and 10:00 p.m., and schedules are subject to change based on business needs. Successful completion of training is required for continued employment in the role.
After training ends, this position may be scheduled anywhere from 4 to 20 hours a week. Expanded hours may be available closer to the holiday season. Candidates must be available to work a flexible schedule, including weekdays, weekends, and holidays.
Key Responsibilities
- Provide exceptional customer service that reflects the values and service standards of American Girl and Mattel.
- Support catalog and online customers through inbound and outbound phone calls, email correspondence, and other customer service channels as assigned.
- Resolve product, order, shipping, payment, and service-related inquiries while striving for first-contact resolution.
- Process customer transactions accurately and efficiently using established systems and procedures.
- Maintain a thorough understanding of products, promotions, policies, and services across multiple brands.
- Accurately document customer interactions and transactions within company systems.
- Research and resolve customer concerns while adhering to established processes, procedures, and service guidelines.
- Demonstrate professionalism and empathy when handling customer concerns and escalated situations.
- Assist with training and providing support to seasonal team members as needed.
- Meet departmental quality, productivity, attendance, and customer satisfaction expectations.
- Maintain confidentiality of customer and company information.
- Adhere to all company policies, procedures, and remote work requirements.
Remote Location - IL Remote (Country) Part-time
Mattel is hiring an American Girl Direct Service Associate - Seasonal (Remote - IL)
About company
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. Location: Mattel Technology and Innovation Center (MTIC) - Hyderabad, India (Hybrid) Department: Internal Audit Company: Mattel Global Business Services About Mattel Mattel is a leading global toy and family entertainment company whose mission is to create innovative products and experiences that inspire, entertain, and develop children through play. Our iconic portfolio includes Barbie®, Hot Wheels®, Fisher-Price®, American Girl®, and many others. About the Team Mattel’s Internal Audit team supports strong governance, risk management, and internal control practices across our global operations. We are expanding our Internal Audit footprint in India to support our global Sarbanes-Oxley (SOX) compliance program. Opportunity The Internal Audit Offshore Operations Team Lead will manage a team of Hyderabad-based Internal Audit professionals responsible for SOX testing activities. The role includes leadership of day-to-day testing operations, ensuring high-quality execution, reviewing workpapers, supporting global SOX planning, and working closely with U.S.-based Internal Audit leaders. What Your Impact Will Be Team Leadership & Oversight - Hire, lead and develop a team of SOX testing professionals, providing coaching, mentoring, and performance feedback. - Oversee daily operations, ensuring timely and high-quality completion of SOX testing tasks. - Allocate resources and monitor progress to ensure adherence to deadlines and quality expectations. SOX Planning & Coordination - Support annual SOX planning activities, including scoping, risk assessments, and preparation of testing plans. - Coordinate schedules, deliverables, and priorities with U.S.-based Internal Audit management. Execution of SOX Testing - Review testing procedures conducted by the team to ensure compliance with Mattel’s Internal Audit methodology and SOX standards. - Perform advanced SOX testing procedures when required, including walkthroughs and remediation validation. - Ensure workpapers meet PCAOB, internal methodology, and documentation standards. Reporting & Communication - Consolidate testing results and ensure clarity and accuracy of audit documentation. - Provide regular status updates to Internal Audit leadership, highlighting progress, risks, and issues. - Support management and external auditor reporting requirements. Collaboration & Stakeholder Management - Partner with global Internal Audit leaders, process owners, and external auditors to facilitate testing activities. - Act as a primary liaison between the India-based SOX team and the global Internal Audit organization. - Promote seamless communication and collaboration across geographies and functions. Operational Excellence & Continuous Improvement - Identify process improvements and opportunities to enhance SOX testing efficiency. - Support adoption of continuous monitoring, automation, and data analytics within SOX testing. - Uphold Mattel’s values, ethics, and compliance culture. What We’re Looking For - Bachelor’s degree in Accounting, Finance, Business Administration, or related field. - Professional certification preferred: CA, CPA, CIA, or equivalent. - 7+ years of relevant experience, including SOX compliance, internal audit, or external audit. - 2–3 years of leadership experience managing audit staff or teams. - Strong understanding of SOX, COSO, and internal control testing methodologies. - Experience working in multinational corporations, shared services, or global capability centers. Desired Competencies - Excellent communication and presentation skills, with the ability to engage global stakeholders. - Strong analytical and critical-thinking abilities. - High level of attention to detail and ability to manage multiple priorities. - Effective stakeholder management and relationship-building skills. - Proficiency with audit tools and systems, including GRC platforms (Workiva, AuditBoard, or equivalent). - Proven experience with the AuditBoard platform is a plus. Reporting Structure - Reports to a U.S.-based Internal Audit Manager or SOX Program Manager. - Leads a Hyderabad-based team of SOX testers. - Collaborates closely with SOX Program leadership, global Internal Audit teams, business process and IT control owners, and external auditors. Offshore / Remote Work Requirements - Ability to work flexible hours when needed to align with U.S. time zones. - Strong self-discipline and ability to work independently with limited on-site supervision. - Experience using remote collaboration tools such as Microsoft Teams, Zoom, and shared documentation systems. What It’s Like to Work Here: We are a purpose driven company aiming to empower the next generation 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 company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries 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 children to explore the wonder of childhood and reach their full potential. Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.
Job Description: The Opportunity: What Your Impact Will Be:
Qualifications: What We’re Looking For: Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
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.
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.Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.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.Videos to watch:
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