Order Review Specialist

Shabby Fabrics; Post Falls (ID); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

401(k) match

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

Paid Holidays

Employee Discount

Referral Program

Employee Assistance

Job summary

Shabby Fabrics in Post Falls, Idaho is seeking an Order Review Specialist to review orders flagged by fraud detection and determine legitimacy while maintaining an excellent customer experience.

The role requires strong judgment, investigative skills, and comfort speaking with customers by phone; this is an on-site role with a background check.

Qualifications

• Attention to detail, proven in investigations.
• Strong critical thinking and problem-solving ability.
• Excellent judgment and the ability to communicate clearly by phone.

Responsibilities

• Review orders flagged by our fraud detection software.
• Investigate suspicious orders using internal systems and available data.
• Contact customers by phone to verify purchases and confirm account information.
• Assess each situation using sound judgment and critical thinking.
• Approve, hold, or escalate orders based on findings.
• Document verification steps and decisions accurately.
• Work with Customer Service and Accounting to resolve order issues.
• Identify fraud trends and report suspicious activity.
• Help improve fraud prevention processes over time.

Skills

Attention to detail

Critical thinking

Judgment under pressure

Verbal communication

Phone conversations

Integrity

Organizational skills

Tech-savvy / computer skills

Analytical thinking

Tools

Fraud detection software

Internal systems

Job description

About Us

Shabby Fabrics is an online retailer located in Post Falls, Idaho. Founded in 2005, Shabby Fabrics is a leading name in the quilting and sewing industry, known for exceptional fabric collections, exclusive designs, and an unwavering commitment to customer service. Every order we ship represents the trust our customers place in us, and we’re looking for someone who can help protect that trust.

About the Role

We’re looking for a detail-oriented, analytical professional to join our team as a Order Review Specialist. This role is responsible for reviewing orders that have been flagged by our fraud detection system and determining whether they are legitimate before they are processed.

This position requires excellent judgment, strong investigative skills, and the confidence to speak with customers over the phone. You'll gather information, identify inconsistencies, and make thoughtful decisions that protect both our customers and our business while providing a positive customer experience.

If you naturally notice details others miss, enjoy solving puzzles, and can balance caution with great customer service, this could be a great fit.

Please Note: This is an on-site position based in Post Falls, Idaho. Remote work is not available. Employment is contingent upon the successful completion of a background check.

What You'll Do

• Review orders flagged by our fraud detection software.
• Investigate suspicious orders using internal systems and available data.
• Contact customers by phone to verify purchases and confirm account information.
• Assess each situation using sound judgment and critical thinking.
• Approve, hold, or escalate orders based on your findings.
• Document verification steps and decisions accurately.
• Work closely with Customer Service and Accounting to resolve order issues.
• Identify fraud trends and report suspicious activity.
• Help improve fraud prevention processes over time.

What We're Looking For

• Exceptional attention to detail.
• Strong critical thinking and problem-solving skills.
• Excellent judgment and the ability to make confident decisions.
• Outstanding verbal communication and customer service skills.
• Comfortable speaking with customers by phone.
• High level of integrity and professionalism.
• Ability to remain calm and objective in difficult situations.
• Strong organizational skills with the ability to manage multiple cases.
• Proficiency with computers and learning new software quickly.
• Previous experience in fraud prevention, banking, ecommerce, customer service, investigations, or a similar analytical role is a plus, but not required.

Schedule

• Full-time, Monday–Friday
• 8-hour shifts

Perks & Benefits

• Competitive pay
• 401(k) with generous company match
• Major Medical, Dental, Vision, and Life Insurance (waiting periods apply)
• Paid Time Off, paid holidays, and paid breaks
• Employee discount (yes, you’ll want more fabric!)
• Referral program
• Employee Assistance Program
• Overtime opportunities available