Returns Management Specialist

3 days ago

Bengaluru, Karnataka, India Poptech Growth Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Returns Management Specialist Electronics Category (ECommerce)

Location: [Bengaluru]

Department: Returns Management Team

About the Role:

We are seeking a Returns Management Specialist with hands-on experience in managing product returns for an ecommerce platform, specifically in the electronics category. The ideal candidate will own the end-to-end returns journey — from customer interaction to coordination with supply chain partners — ensuring smooth operations, reduced return costs, and enhanced customer satisfaction.

Key Responsibilities:

  • Returns Handling:

  • Manage and monitor the end-to-end returns lifecycle for electronics, ensuring timely resolution and adherence to SLAs.

  • Investigate return reasons, assess product conditions (QC inputs), and categorize returns appropriately..

  • Customer Interaction:

  • Engage with customers to understand return-related issues, provide resolutions, and ensure positive experience during the returns process.

  • Process & Operations:

  • Coordinate with category team and 3PL logistics partners to ensure smooth returns flow.

  • Identify patterns and root causes for high returns and collaborate with category, product and 3PL teams for corrective actions.

  • Drive initiatives to reduce return rates while maintaining customer satisfaction.

  • Reporting & Analysis:

  • Maintain returns data, generate reports on return trends, and provide insights to improve operations.

  • Monitor SLA adherence across customer processes

Qualifications & Skills:

  • 2–4 years of experience in returns management, preferably in ecommerce and electronics category.
  • Strong understanding of reverse logistics, QC processes and supply chain workflows.
  • Excellent communication skills (verbal & written) with experience in customer-facing roles.
  • Strong analytical skills and proficiency in Excel/Google Sheets
  • Ability to collaborate cross-functionally with CS, supply chain, vendor management, and QC teams.
  • Problem-solving mindset with a focus on improving operational efficiency and customer experience.

Why Join Us?

  • Be part of a fast-growing ecommerce platform driving innovation in customer experience.
  • Opportunity to own a critical function and drive meaningful impact on returns efficiency and customer trust.

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