Senior Customer Service Representative

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.

Key responsibilities

• 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

About you

• Significant experience in office-based 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
• Experience with SAP or a comparable enterprise resource planning platform (preferred)
• Experience using Power BI or another reporting and data visualisation tool (preferred)
• Experience within consumer products, retail, supply chain or a related environment (preferred)

About us

At Hasbro and Wizards of the Coast, we collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy, connection, and community through the magic of play.