11 Aug
|
Important Company of the Sector
|
Mumbai
11 Aug
Important Company of the Sector
Mumbai
We are looking for a proactive and process -driven Reverse Logistics Associate to take complete ownership of our reverse logistics operations from a customer support perspective. This individual will play a crucial role in enhancing customer satisfaction, reducing return losses, and optimizing the reverse logistics lifecycle by handling return/refund cases, managing RTO (Return to Origin) orders, and building scalable, efficient processes.
Key Responsibilities :
- Customer Communication & Conversion:
- Proactively reach out to customers who have initiated return/refund requests via calls and messages.
- Persuasively convert return/refund requests into exchanges by understanding customer concerns and offering suitable resolutions.
- Ensure timely follow -ups and maintain a high conversion rate of returns to exchanges.
- RTO Order Recovery:
- Call customers whose orders have been marked as RTO to understand the reason for non -delivery.
- Resolve delivery issues and ensure successful redelivery of RTO orders through proactive customer engagement.
- Process Optimization:
- Own and improve the end -to -end reverse logistics process, identifying gaps and implementing best practices.
- Collaborate with operations, warehouse, and courier partners to streamline return pickups, refunds, and reshipment.
- Create SOPs and feedback loops to reduce return rates and improve customer satisfaction.
- Reporting & Analysis:
- Track and report key reverse logistics metrics such as return rates, RTO recovery, and exchange conversion rates.
- Share actionable insights with the team to drive continuous improvement.
- 1 -3 years of experience in customer support, logistics, or operations roles; eCommerce experience is a plus.
- Strong communication and negotiation skills in English and Hindi.
- Customer -first mindset with a problem -solving attitude.
- Ability to handle high -pressure situations and multitask effectively.
- Proficiency in MS Excel/Google Sheets and CRM tools.
- Experience in process building and SOP documentation is preferred.