Reverse Logistics Executive

2 weeks ago

Mumbai Maharashtra, India Knya Full time

About the Company:
Knya is a fast-growing D2C brand redefining healthcare apparel for modern professionals. We combine functionality, comfort, and aesthetics to serve a community that deserves more from their workwear. Our culture values ownership, experimentation, speed, and customer obsession.

About the Role:
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 reshipments.
- 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.

Pay: ₹10,000.00 - ₹25,000.00 per month

**Benefits**:

- Provident Fund

Application Question(s):

- What is your Current CTC ?
- What is your Expected CTC ?
- Are you comfortable with Mumbai location ?

Work Location: In person

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