Specialist, Order Analysis

Caleres; Clayton (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Caleres in Clayton, MO seeks an Order Analysis Representative to join the fraud prevention team. You will review online orders for fraud risk, research issues, and help minimize chargebacks while protecting revenue.

The role collaborates with Retail, IT, D2C and Warehouse, handles escalations, and trains staff. Strong communication, detail orientation, and problem-solving are essential in a fast-paced environment.

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 ability to dig to root cause.
• Excellent organizational skills and time management.
• Ability to multi-task in a high pace environment.
• Leadership skills and ability to speak candidly at all levels of management.

Responsibilities

• Review and research suspended online orders to determine fraud risk and approve or cancel accordingly.
• Identify trends in fraud data to support risk mitigation.
• Liaise with DCs, peers and leadership to communicate fraud trends and share information.
• Adhere to PCI policy and ensure data security.
• Train and coach team members as needed.
• Coordinate back-office workflow to meet service levels and resolve issues.
• Handle escalations and incident tickets swiftly and accurately.
• Communicate productivity and business opportunities with Supervisor.
• Provide backup support to Assistant Manager Operations Support.

Skills

Communication skills

Analytical thinking

Attention to detail

Multitasking

Leadership

Education

High School Diploma

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