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Associate Analyst, Omnichannel Services

Learn more about Abercrombie & Fitch
Abercrombie & Fitch

Abercrombie & Fitch

Associate Analyst, Omnichannel Services

Columbus, OH
Full Time
  • Responsibilities



    Abercrombie & Fitch Co. is a portfolio of lifestyle brands including Abercrombie & Fitch, abercrombie kids, Hollister, and Gilly Hicks. Reaching customers across 120+ countries, we strive to create customer-centric, omni-channel experiences for our global customer base.


    How do we do it? Every day, our associates show up and empower one another to stay curious and think big. As a team of relentless innovators, we aren't afraid to dream boldly. We are accountable and aim to the highest caliber to understand, push boundaries and embrace change. We coach, mentor, care, and bring our best selves every day because we are in this together. Whether you lead yourself, a team, or the company, everyone is a leader at A&F.


    The Omnichannel Associate Analyst is a critical member of the Omnichannel Experience & Operations team. This person is responsible for overseeing a roadmap of omnichannel initiatives & working cross functionality to drive those to completion & ongoing operational support. This person is also responsible for ensuring that all customer orders & refunds are processed in a timely and efficient manner. Will work closely with various teams across A&F (Order Management IT, Web Checkout, Customer Service, Fraud Prevention, Supply Chain, and Transportation). The successful candidate will bring a creative and analytical mindset to solve problems ultimately supporting the team's goals to increase revenue, drive margin improvements, and improve customer experience.


    • Introduce new & maintain omnichannel & web self-service initiatives to help customers complete post order operational tasks their own
    • Maintain roadmap of omnichannel initiatives inclusive of documenting cross functional feedback
    • Enhance & optimize existing eCommerce returns/exchange/refund experience
    • Responsible for identifying order exception issues, working with IT teams to correct and monitor
    • Analyze order & refund system exceptions and work with cross functional teams to drive resolution
    • Support Customer Service and Fraud Prevention teams with order management system needs/issues
    • Develop reporting to improve operational efficiency and monitor system health
    • Document operational tasks & steps to ensure sustainability of long term support
    • Assist with User Acceptance Testing for global projects impacting Order Management, Omnichannel Operations & Payment refund processing workflows
  • Qualifications
    • Bachelor's degree required
    • 1-3 years of Order Management, Omnichannel, eCommerce, and/or fulfillment experience preferred
    • Strong attention to detail and a high degree of accuracy
    • Accomplish specific tasks within a reasonable time frame
    • Ability to learn quickly and adapt to change
    • Ability to collaborate & communicate clearly across teams
    • Highly motivated/self-starter with a sense of ownership, willingness to learn, and strong desire to succeed


  • Industry
  • About Us

    Abercrombie & Fitch Co. is a portfolio of global lifestyle brands (Abercrombie & Fitch Co., abercrombie kids, Hollister, and Gilly Hicks) that share a commitment to offering products of enduring quality and exceptional comfort – allowing consumers around the world to express their own individuality and style. The company operates approximately 850 stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites and