Reverse Logistics Executive

Job Description

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.

Requirements

Experience in process building and SOP documentation is preferred.

Benefits

Requirements

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. Requirements 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.