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