Specialist, Order Analysis

What We Do – Accountabilities

Assures timely processing and minimization of fraud by using sound judgment and making informed decisions in order to minimize chargebacks while maximizing revenue.
Assures efficient handling and judgment of consumer refunds, check approvals and incident escalations by effectively researching consumer issues with accurate and timely resolutions.
Assures monitoring, coordination and review of back office workflow with integrity to achieve efficient resolution of consumer issues.
Assures partnership and collaboration with Retail, IT, D2C and Warehouse to improve the customer experience.

Essential Functions

Reviews and researches when necessary, suspended online orders to determine level of risk for fraud to approve or cancel orders.
Fraud data manipulation to identify trends as needed.

Acts as liaison with DC’s, peers and leadership by communicating fraud trends and sharing ideas and information.
Adheres to credit card compliance (PCI) policy.
Trains and coaches team members as needed.
Coordinates workflow of back-office procedures to maintain efficient handling to meet service levels.
Handles escalation and other incident tickets swiftly and accurately.

Contacts stores and/or warehouses to resolve issues that are affecting the delivering of product to the customer.
Regularly evaluates processes, challenges the norm and recommends improvements.
Proactively sharing knowledge and expertise across teams and partners.
Displays strong ethical and reason-based judgment and manages information with integrity.
Handles incoming calls/emails as business needs require.

Forthcoming and communicates observed productivity and business opportunities with Supervisor.
Acts as backup to Assistant Manager Operations Support as needed.

Preferred Qualifications & Education

High School Diploma, some college courses

OTHER: This position requires criminal and credit background check
Order Analysis Representative experience preferred
Excellent written and verbal communication
Strong logical reasoning and problem solving skills
Attention to detail and ability to dig to root cause

Excellent organizational skills, time management skills and ability to multi-task
Persistent and inquisitive personality with strong interpersonal skills
Naturally takes initiative and accountable
Ability to work in a high pace environment
Leadership skills and ability to speak candidly at all levels of management

Must be resourceful
Microsoft Office , Incident Tickets, intermediate excel preferred

Physical Requirements and/or Environment
Office/Cubicle