We are looking for an experienced Order Analyst to join our Order Operations team supporting a loyalty and digital fulfillment platform.
The role involves monitoring and managing order processing workflows across eGift cards, loyalty redemptions, and partner fulfillment platforms. You will investigate order issues, ensure timely fulfillment, analyse operational data, and work with technical and business teams to improve order operations.
Key Responsibilities
- Monitor order queues, processing status, and fulfillment SLAs across multiple platforms.
- Identify and resolve stuck, failed, delayed, or exception orders and perform manual interventions when required.
- Monitor automated order processing and notification jobs and investigate failures.
- Validate order data and conduct root cause analysis for fulfillment issues.
- Coordinate with Engineering, Customer Service, and partner teams to resolve cross-platform order issues.
- Maintain investigation records and track recurring issues to recommend permanent solutions.
- Prepare daily/weekly/ad-hoc reports and analyse order volumes, processing times, conversion, and fulfillment trends.
- Support reconciliation, audits, and operational dashboards.
- Document processes and playbooks and identify opportunities for automation and process improvement.
- Support UAT and order system enhancement projects.