Specialist, Order Analysis

Colonial Group; Clayton (MO); Hybrid; USD 42,000 - 70,000; Full time

Job summary

Colonial Group in Clayton, MO seeks an Order Analysis Representative to minimize fraud, handle refunds, and ensure timely order processing. The role requires strong communication, problem solving, and the ability to work in a fast-paced environment.

You will monitor back-office workflows, coordinate with Retail, IT, D2C and Warehouse teams, and provide back-up support to operations management while maintaining data integrity and PCI compliance.

Qualifications

• Criminal and credit background check required.
• Order Analysis Representative experience preferred.
• Excellent written and verbal communication.
• Strong logical reasoning and problem solving.
• Attention to detail and root-cause analysis.
• Excellent organizational and time management skills; able to multi-task.
• Persistent, inquisitive with strong interpersonal skills.
• Takes initiative and accountability.
• Ability to work in a high pace environment.
• Leadership and ability to speak candidly at all levels of management.
• Resourceful.
• Microsoft Office, Incident Tickets; intermediate Excel preferred.

Responsibilities

• Reviews and researches suspended online orders to determine fraud risk and approve or cancel orders.
• Fraud data manipulation to identify trends.
• Acts as liaison with DCs, peers and leadership by communicating fraud trends.
• Adheres to PCI policy.
• Trains and coaches team members as needed.
• Coordinates workflow of back-office procedures to meet service levels.
• Handles escalation and incident tickets swiftly and accurately.
• Contacts stores/warehouses to resolve issues delaying delivery.
• Regularly evaluates processes and recommends improvements.
• Proactively shares knowledge across teams and partners.
• Maintains strong ethical judgment and data 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.

Skills

Communication

Attention to detail

Problem solving

Leadership

Multi-tasking

Initiative

Interpersonal skills

Fast-paced environment

Accountability

Resourcefulness

Education

High School Diploma

Some college courses

Tools

Microsoft Office

Incident Tickets

Excel

Job description

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