Location: Sector 58, Gurugram, Haryana

Department: Operations / Supply Chain

Experience: 5–7 Years

Employment Type: Full-Time

Salary: Up to ₹6 LPA, depending on experience and suitability

ROLE OVERVIEW

We are looking for a proactive, analytical, and result-oriented Assistant Manager – Returns & Claims to take ownership of the complete lifecycle of customer returns, RTOs, SPF/courier claims, bad inventory, repairs, and inventory recovery.

The role will be responsible for minimizing operational losses, maximizing recovery value, improving claim success rates, reducing inventory ageing, and ensuring timely closure of returns and claims.

The candidate will work closely with Warehouse, QC, CX, Finance, E-commerce, repair teams, and courier partners to drive operational efficiency and process improvements.

Key Responsibilities

1. Returns & Reverse Logistics

- Manage the end-to-end customer return and RTO process.
- Ensure timely inwarding, QC, segregation, and system updates.
- Categorize returned inventory as saleable, repairable, damaged, defective, or non-saleable.
- Monitor return ageing and ensure cases are closed within defined SLAs.
- Analyze return reasons and identify recurring issues.
- Work with relevant teams to implement corrective and preventive actions.
- Ensure accurate reconciliation between physical and system inventory.

2. SPF & Courier Claims

- Manage the complete lifecycle of SPF and courier claims.
- Raise claims for damage, shortage, loss, tampering, incorrect returns, and other eligible cases.
- Maintain complete supporting documentation, including shipment details, images, videos, QC records, and packaging evidence.




- Follow up with courier partners until claims are approved and closed.
- Track claims raised vs. claims recovered.
- Analyze rejected claims, identify gaps, and improve the overall claim approval percentage.
- Ensure timely submission and closure of all eligible claims.

3. Bad Inventory & Inventory Recovery

- Manage bad, damaged, defective, ageing, and non-saleable inventory.
- Maintain SKU-level records of quantity, value, reason, and ageing.
- Identify recovery opportunities through:
- Repair and refurbishment
- Repacking
- Liquidation
- B2B sales
- Other approved recovery channels
- Drive reduction in blocked and ageing inventory.
- Maximize recovery value while minimizing inventory losses.
- Ensure proper reconciliation of physical inventory with system records.

4. Repair Management

- Manage products identified for repair from returned inventory.
- Coordinate with internal repair teams and external vendors.
- Track repair TAT, cost, status, and final disposition.
- Ensure repaired products undergo QC before being moved to saleable inventory.
- Monitor repair cost against expected recovery value.
- Improve repair success rates and reduce unnecessary repair costs.

5. Team & Process Management

- Manage the team handling Returns, Claims, Repair, and Inventory Recovery.
- Ensure daily operations are completed within defined SLAs.




- Allocate work effectively and monitor team productivity.
- Develop and maintain SOPs, process documentation, and control mechanisms.
- Coordinate with Warehouse, QC, CX, Finance, E-commerce, and courier partners.
- Prepare and present regular MIS and management reports.
- Identify process gaps and drive continuous improvement initiatives.

Candidate Requirements

- 5–7 years of relevant experience in Returns, Reverse Logistics, E-commerce Operations, Claims, Warehouse, or Inventory Management.
- Experience in D2C, E-commerce, Retail, or high-value product categories preferred.
- Solid understanding of courier claims, SPF claims, returns, RTOs, and reverse logistics.
- Good knowledge of MS Excel / Google Sheets and operational MIS.
- Experience in team handling and cross-functional coordination.
- Strong analytical, problem-solving, follow-up, and communication skills.
- Ability to work extensively with SKU-level and order-level data.
- Strong ownership mindset with a focus on timely closure and measurable results.
- Candidates from Jewellery, Fashion, Beauty, Lifestyle, or other high-value product categories will be preferred.

What We're Looking For We are looking for someone who can take complete ownership of Returns + SPF Claims + Bad Inventory + Repair, with a strong focus on:

Reducing Losses → Recovering Maximum Value → Improving Claim Success → Reducing Inventory Ageing → Improving Operational Efficiency The ideal candidate should be hands-on, data-driven, proactive, and capable of driving closure across multiple stakeholders.

Salary: Up to ₹6 LPA, depending on experience and suitability.

📌 Assistant Manager - Returns & Claims (Gurugram)
🏢 Zavya
📍 Gurugram