DTO (Reverse Operations Lead)

About the role :

We're seeking a driven and self-motivated to handle the complete lifecycle of returns who has :

- Experience in an unstructured environment, entrepreneurial in nature

- Eager to join an early-state unicorn and embrace challenges every day

- Down to work in a demanding, deadline-driven start-up environment

- A multitasker with the ability to juggle several projects at once

- This role is to structure the DTO (customer return) process in a manner for maximum financial benefits for the business while maintaining the best customer experience

Essential Functions Include :

- Ensure timely receiving of shipments from LM to WH as per the defined TAT and work on different stages of dispute involved in between

- Maintain and resolve reverse discrepancies and coordinate with LM for disputes

- Understand and Handle Exceptions at various stages of reverse operations along with performance management to make our reverse solution the best in market

- Maintain MIS and dashboards of reverse operations on regular basis for pendency checks and for an overall view of the performance

- Identify and rectify challenges during co-ordination with LM/WSP partner so the customer experience is not impacted

- Suggest and implement changes in the process to improve the efficiency of reverse operations - it could be better doorstep QC practice or any tech intervention

- This role would open you to other aspects of Return process - where you would get the access to global team for fixing the issues with product which causes return

Required Experience :

- Over 5+ years of experience (3+ in a B2C operation) experience with reverse process for at least 1-2 years

- A mix of early-state start-up and in-house experience preferred

- Hands-on experience in handling reverse process of B2C operations with an understanding of all over dispute handling

- Good Knowledge of the Ecommerce Industry and how the reverse process is optimized for a better customer experience

- Good with number crunching with the data as that's the core part of this role

- Prompt and responsive - if you're looking for a 9-5 role this is not for you

- Good to have knowledge of CRM ticketing software (Freshdesk)

- Open to learning new processes so that a transition to more responsibilities can be done