Reverse Logistics Executive

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.

Apply now by sharing your resume at [email protected] to join our team.

Job Type: Full-time

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