Reverse Logistics Executive

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

Benefits

Skills Required

Ms Excel, CRM Tools, google sheets , process building