The Role
Reviews suspended online orders for fraud risk, approves or cancels orders, processes refunds and check approvals, handles escalations, and monitors back-office workflows. The role researches customer issues, coordinates with stores, warehouses, IT, retail, and direct-to-consumer teams, identifies fraud trends, maintains PCI compliance, supports process improvements, and trains team members as needed.
Summary Generated by Built In
Founded in 1878, Caleres, originally known as Brown Shoe Company, is a global footwear company comprised of some of the world’s most loved brands including Famous Footwear, Sam Edelman, Naturalizer, Dr. Scholl's, and Allen Edmonds and many more. Caleres' legacy includes 145+ years of craftsmanship, a passion for fit with a mission to inspire people to feel great…feet first.
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
Caleres is an Equal Opportunity Employer by choice. We believe our company should be as diverse as the consumers we serve. We seek and engage talented individuals from all backgrounds, ethnicities, genders, lifestyles, and belief systems.
Fraudulent Recruiting Disclaimer: Please beware of fraudulent recruiting. Legitimate Caleres, contacts will use @caleres.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Caleres employee, please refer to our fraudulent recruiting statement found here: https://www.caleres.com/careers/be-aware-of-recruiting-fraud
Skills Required
- High school diploma
- Some college courses
- Criminal and credit background check
- Excellent written and verbal communication
- Strong logical reasoning and problem-solving skills
- Attention to detail and ability to identify root causes
- Excellent organizational and time-management skills
- Ability to multitask in a fast-paced environment
- Strong interpersonal skills
- Initiative and accountability
- Leadership skills and ability to communicate at all management levels
- Resourcefulness
- Order Analysis Representative experience
- Microsoft Office proficiency
- Intermediate Microsoft Excel proficiency
- Incident ticketing experience
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The Company
What We Do
Caleres is a global footwear retailer and wholesaler.
