Job Description

Manager - Returns Operations

Job Responsibilities:

Oversee and Manage Returns Operations:

Lead and supervise the end-to-end process of product returns and exchanges, ensuring timely and efficient handling in line with company policies.

Team Leadership:

Manage a team responsible for returns, exchanges, and refund processes; provide training, performance feedback, and process guidance to ensure high-quality output.

Process Optimization:

Continuously evaluate and improve the returns workflow to enhance operational efficiency, reduce errors, and improve customer satisfaction.

Data Management & Reporting:

Monitor returns and exchange data, analyze trends, and prepare detailed reports on refunds, exchanges, scanning, and tracking performance using Excel and other tools.

Cross-functional Coordination:

Collaborate closely with departments such as Customer Support, Logistics, and Finance to ensure smooth and transparent communication throughout the returns cycle.

Customer Experience Management:

Ensure a seamless, customer-centric return and exchange process, maintaining service quality and turnaround time standards.

Compliance & Policy Adherence:

Implement and enforce company policies, ensuring all returns and refund processes comply with internal guidelines and customer service standards.

Job Skills & Requirements:

Excellent verbal and written communication skills in

Hindi and English.

Proven ability to handle escalations and customer interactions professionally over calls and emails. Strong

leadership and team management

abilities with a focus on coaching and motivating staff. Proficient in

MS Excel, data analysis, and reporting

; familiarity with ERP or CRM systems is a plus. High degree of

process ownership

, attention to detail, and problem-solving capability. Customer-focused mindset with a

polite, professional, and solution-oriented

attitude. Tech-savvy and adaptable to evolving tools and processes.
Job Types: Full-time, Permanent

Pay: ?18,000.00 - ?25,000.00 per month

Benefits:

Flexible schedule Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Work Location: In person