Deputy Manager
4 weeks ago
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- Marketplaces Order Management System Genesis 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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