Poptech Growth Pvt Ltd

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.