Specialist, Order Analysis

Caleres; Clayton (MO); On-site; USD 42,000 - 54,000; Full time

Job summary

Caleres is seeking an Order Analysis Representative to support fraud prevention, order moderation, and customer issue resolution. The role involves reviewing suspended online orders, researching fraud indicators, and coordinating with DCs and ROC teams to minimize chargebacks while preserving revenue.

Preferred candidates bring strong communication, attention to detail, and the ability to work in a fast-paced environment.

Qualifications

• Criminal and credit background check required.
• Experience as Order Analysis Representative preferred.
• Excellent written and verbal communication skills.
• Strong problem solving and root-cause analysis abilities.

Responsibilities

• Assures timely processing and minimizes fraud risk to maximize revenue.
• Handles refunds, approvals, and incident escalations with accurate resolutions.
• Coordinates with Retail, IT, D2C, and Warehouse to improve customer experience.
• Researches issues, communicates trends, and supports back-office workflows.
• Trains and coaches team members; acts as liaison with DC’s and leadership.
• Maintains adherence to PCI/compliance standards and service levels.

Skills

Excellent written and verbal comms

Strong logical reasoning

Attention to detail

Time management

Interpersonal skills

Initiative & accountability

Leadership presence

Multi-tasking in fast pace

Resourcefulness

Education

High School Diploma, some college courses

Tools

Microsoft Office

Excel (intermediate)

Incident Tickets

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