Deputy Manager

1 week ago

Gurgaon, 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

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 ERPEnsuring 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 transitB. Inventory not receivedC. QC failed inventoryD. 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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