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

• 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.
Benefits

• Career growth & learning opportunities

• Team-building & fun work culture

• Performance bonuses as per company policy

Skills Required