Deputy Manager

2 weeks ago

Gurugram, India V-Mart Retail Ltd. Full time

 Develop and implement return policies and procedures for all sales channels.

 Coordinate with various departments (e.g., Stores, logistics, IT, Finance) to ensure smooth return operations.

 Monitor and analyze return data to identify trends and areas for improvement.

 Train and support staff on return processes and best practices.

 Manage relationships with Marketplaces and Stores involved in the return process.

 Ensure compliance with company policies and regulatory requirements.

 Implement technology solutions to streamline the return process and improve customer experience.

 Handle Escalations/ inquiries and complaints related to returns.

 Develop strategies to reduce return rates and improve product quality.

 Prepare reports and presentations for senior management on return operations performance


  1. Process:

Timely Resolution: Ensure that returns are processed promptly and efficiently.

Ease of Process: Develop a user-friendly return process that is easy for customers to navigate, with minimal steps required.


2. Efficiency:

Streamlined Workflow: Optimize the return workflow to minimize processing time and reduce manual interventions.

Automation: Utilize automation tools to handle routine tasks such as return authorization, labeling, and tracking.

Resource Allocation: Ensure adequate staffing and resources are available during peak return periods to handle increased volumes without delays.


3. Financial Accuracy:

Detailed Documentation: Maintain accurate records of all return transactions, including customer information, return reasons, and product conditions.

Inventory Management: Ensure returned products are accurately accounted for in the inventory system to prevent discrepancies.

Monthly Inventory reco- MarketplacesOrder Management SystemGenesis ERP

Ensuring 100% receipt & QC of returns from Order management system Controlling the inventory loss due to timely identifying & raising the claims & following up till reimbursement:-

A. Inventory lost in transit

B. Inventory not received

C. QC failed inventory

D. Canceled before shipped


4. Cost Management:

Cost Analysis: Regularly analyze the costs associated with returns, including shipping, restocking, and handling fees.

Return Prevention: Develop strategies to minimize returns, such as improving product descriptions, providing better sizing guides, and enhancing product quality.

Cost Optimization: Negotiate better rates with logistics providers and find cost-effective solutions for handling returns.

Raising disputes within defined timeframe to marketplaces


5. Data Analysis:

Return Trends: Monitor and analyze return data to identify trends, common return reasons, and product issues.

Performance Metrics: Track key performance indicators (KPIs) such as return rate, processing time, and customer feedback/comment.

Data-Driven Decisions: Use data insights to make informed decisions and drive improvements in the return process.


6. Training and Support:

Staff Training: Provide comprehensive training to staff involved in the return process, including store representatives, warehouse personnel, or Operation Excellence team.

Continuous Improvement: Offer ongoing training and development opportunities to keep staff updated with the latest best practices and technologies.

Support System: Establish a support system for staff to address any challenges they may face during the return process.


7. Technology Utilization:

Return Management Systems: Implement advanced return management systems to streamline the process and enhance efficiency.

Integration: Ensure seamless integration of return management systems with other business systems such as inventory management, order management, and customer service platforms.

Innovation: Stay updated with the latest technological advancements and explore innovative solutions to improve the return process


Experience : 5 to 7 Years


Education : Minimum qualification – Graduation / Masters in Supply Chain Management.


Key Skills and Attributes:

Experience in retail operations, logistics, or customer service.

Strong knowledge of omnichannel retailing and return processes.

Excellent organizational and time management skills.

Strong analytical and problem-solving abilities.

Excellent communication and interpersonal skills.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Proficiency in using return management software and other relevant technologies.

Ability to lead and motivate a team.

Knowledge of e-commerce platforms and marketplaces.

Experience with data analysis and reporting tools.

Familiarity with regulatory compliance in retail

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