Operations Specialist, Asset Protection and Finance

The Operations Specialist is responsible for supporting the Customer Care team by troubleshooting system/order issues, assisting in technology training and documentation, participates in system quality assurance, and support with other day-to-day operational needs.

• Assist with training for new and current associates which includes the creation and maintenance of training aids and reference guides.
• Troubleshoot associate issues involving any of the customer service center systems.
• Escalates system/orders issues to the appropriate parties as necessary.
• Works with the other operations team members to complete any pending day-to-day work that need attention.
• Collaborates with Operations Supervisors, Customer Care Managers, Customer Care Supervisors and other business partners to support project initiatives, identify opportunities for improvement and make constructive suggestions for change.
• Become a product subject matter expert (SME) and support troubleshooting efforts, as well as, provide continuous improvement within the customer service system (CSS) and internal processes.
• Assist with any day-to-day projects or initiatives that require customer communication, order modification, and inventory management
• Develop and maintain effective, collaborative relationships with peers and other company personnel.
• Partners with leadership to onboard and knowledge share when orienting new customer service associates, be leveraged as a subject matter expert.
• Work closely with management team to identify opportunities for improvement to customer service levels and operational efficiencies
• Undertake additional responsibilities as required to provide comprehensive support to the business operations.

• Manage unfulfilled orders by examining backorder reports for Crate and Barrel and CB2
• Modify customer order’s product fulfillment location to preserve revenue and reduce cancellations
• Performs basic inventory assortment reviews and sample ordering
• Coordinate with the Merchandising Department and stores for any unmet product needs
• Examine the rate of sales and cancellation and determine product coding to communicate low-inventory product with online customers
• Minimize order processing delays by reviewing various product attributes and processing requirements
• Communicate website messaging or inventory issues to leadership
• Provide proactive logistics assistance to customers with large and/or complex orders

• Liaison between Stores, Customer Care, and Distribution and Home Delivery Centers.
• Research and resolve order fulfillment and delivery issues daily
• Investigate fulfillment issues within the supply chain network, take partnerships and communicate to the appropriate partners as needed
• Collaborates with CBH Partners for any warehouse or delivery trends that negatively affect the delivery experience.
• Research unmet reporting to mitigate loss inventory and work with supply chain and merchandising partners to fulfill customer orders
• Provided detailed analysis for escalated fulfillment issues across the network

• Analyze customer orders to ensure the legitimacy of the purchase.
• Cancel fraudulent orders to protect company assets and allow lawful customers to purchase the held product
• Work on various queues, releasing held orders in a timely fashion to fulfill delivery promises
• Resolve and prevent chargebacks by researching orders and providing detailed analysis of the orders such as history of events or breakdown of charges
• Identify current fraud trends and take action to protect the company from future liability
• Provide direction to customer service associates regarding customer validation needs for order processing Communicate fraudulent activities to the appropriate parties
• In collaboration with the Operations Supervisor and Asset Protection (AP), help create loss prevention rules in a variety of systems to reduce the risk for fraud
• Communicate with customers when unconventional steps are needed to fulfill customer orders
• Assist with any…