: Returns Manager / Executive – Reverse Logistics

Location: Andheri, Mumbai

Experience: 3–5 years

Function: Operations – Returns & Reverse Logistics

About the Role

We are looking for an experienced and detail-oriented Returns professional to own and streamline our end-to-end returns operations across marketplaces, quick commerce, and D2C channels. You will manage the full reverse logistics cycle, from RTO and RTV handling to claims recovery, refurbishment, and restocking, while building robust processes that reduce losses and improve inventory recovery.

Key Responsibilities

1. RTO & RTV Management

- Manage Return to Origin (RTO) and Return to Vendor (RTV) shipments end to end, including receipt, inspection, categorisation, and disposition.
- Coordinate with logistics partners, warehouse teams, and vendors to ensure timely processing and closure.
- Track RTO/RTV ageing and reduce turnaround time.

2. Marketplace Returns & Claims

- Handle returns across Amazon and other marketplaces (e.g., Flipkart, Myntra, Nykaa, Meesho).
- File, track, and follow up on marketplace claims (SAFE-T, reimbursement, and similar programs) for lost, damaged, wrongly returned, or not-received items.
- Reconcile return and claim data against marketplace reports to maximise recovery.

3. Repair, Refurbishment & Restocking

- Inspect returned goods and grade them (resaleable, repairable, damaged, or scrap).
- Oversee repair and refurbishment of returned products, and ensure timely restocking of saleable inventory.
- Coordinate liquidation or disposal of non-recoverable stock.
- Maintain accurate inventory updates in the WMS/ERP.

4.



Quick Commerce Returns

- Manage returns from quick commerce platforms (e.g., Blinkit, Zepto, Swiggy Instamart), including rejections, expiry, and damages.
- Handle credit note reconciliation, disputes, and claim follow-ups with platform teams.

5. Process Setup & Governance

- Design, document, and implement SOPs for all return flows across channels.
- Monitor compliance, identify process gaps, and drive continuous improvement.
- Define and track KPIs such as return rate, recovery rate, claim success rate, and return TAT.
- Prepare regular MIS and dashboards for leadership.

6. Shipping Partner Claims

- Raise and manage claims with courier and shipping partners for damaged, missing, or tampered shipments.
- Maintain proper documentation (photos, videos, POD, and so on) to support claims.
- Negotiate and follow up to ensure timely settlement, and track claim ageing.

Requirements
- Experience: 3–5 years in returns, reverse logistics, or e-commerce operations
- Solid knowledge of marketplace return policies and claim processes (Amazon, Flipkart, etc.)
- Working knowledge of quick commerce operations is a plus
- Proficiency in Excel/Google Sheets (VLOOKUP, pivot tables); familiarity with WMS/ERP systems
- Strong analytical, negotiation, and follow-up skills
- Ability to manage multiple stakeholders and work in a fast-paced environment
- Good communication skills in English and Hindi

Good to Have
- Experience in a D2C brand, consumer electronics, or FMCG
- Exposure to courier aggregators (Shiprocket, Delhivery, Bluedart, etc.)
- Experience building SOPs from scratch

📌 Returns Manager / Executive – Reverse Logistics _ Mumbai Andheri
🏢 Neuraleap Technologies Group
📍 Mumbai