Senior Customer Service Representative

About the role

Hasbro, a leading games, intellectual property and toy company, is looking for an experienced Senior Customer Service Representative to join its Australia team based in Macquarie Park, Sydney. The role sits at the heart of the customer experience, supporting seamless order management, service delivery and operational excellence, and offers the chance to use data and insights to influence improvements within a global organisation.

Key responsibilities

• Deliver service and support across order management, product enquiries and issue resolution.
• Manage customer orders accurately and efficiently, partnering with internal teams for timely delivery.
• Own complex enquiries, complaints and escalations until they are resolved.
• Build relationships with customers and partners across Sales, Supply Chain, Logistics, Marketing and Finance.
• Monitor customer service performance and identify ways to improve processes and the customer experience.
• Analyse customer and operational data and turn trends and risks into practical recommendations.
• Maintain accurate records of interactions, orders and resolutions in internal systems.
• Share knowledge and best practice to support continuous improvement.

Required profile

• Significant experience in office-based customer service, customer operations, order management or a similar customer-focused environment.
• Demonstrated ability to manage complex enquiries and resolve issues.
• Strong analytical skills, attention to detail and a proactive, solutions-focused approach.
• Excellent communication and relationship-building skills, and the ability to manage competing priorities in a fast-paced environment.
• Preferred: experience in consumer products, retail, supply chain or a related environment, and exposure to process improvement initiatives.

Required skills

• Microsoft Excel
• Customer service or enterprise resource planning systems
• Preferred: SAP or a comparable ERP platform, and Power BI or another reporting and data visualisation tool

What we offer

• Annual and long-term incentives, depending on role, location and eligibility.
• Health and wellness, time off to recharge, financial well-being and life and family support.
• Volunteer and community initiatives, and learning and development.