Manager Reverse Logistics

Job Description – Manager – Reverse Logistics

Designation: Manager – Reverse Logistics

Department: Operations / Returns

Experience: 6+ years

Location: Bangalore

Reporting To: Senior Manager / General Manager

Role Purpose

The Returns & Claims Manager will be responsible for managing the end-to-end customer returns, marketplace returns, return-to-warehouse (RTW), quality checks, claims, reconciliation, and closure processes.

The role requires strong operational knowledge, analytical skills, stakeholder management, and the ability to identify process gaps and reduce financial and inventory losses arising from returns and claims.

Key Responsibilities

1. Returns Operations

• Manage the complete end-to-end returns process, from return initiation/pickup to warehouse receipt and final closure.

• Manage customer returns, marketplace returns, bulk returns, RTW shipments, and other return channels.

• Ensure returns are processed within defined TAT/SLA.

• Monitor daily return volumes, pending shipments, ageing, and closure status.

• Identify bottlenecks in the returns process and drive corrective actions.

• Ensure proper segregation of returned inventory based on product condition and disposition.

2. Claims Management

• Own the complete claims lifecycle, from claim identification and submission to follow-up and final settlement.

• Handle claims related to shortage, damage, wrong product, missing items, customer fraud, transit issues, and marketplace discrepancies.

• Ensure claims are raised within the defined timelines with proper supporting documents and evidence.

• Track claim ageing and ensure timely closure.

• Coordinate with marketplaces, logistics partners, finance, warehouse, and internal teams for claim resolution.

• Analyse claim rejection reasons and implement corrective measures to improve claim recovery.

3. Reconciliation & Financial Control

• Drive regular reconciliation between:

o Physical returns received

o Marketplace portal data

o System inventory

o Courier/logistics data

o Claims raised and settled

• Identify shipment-level discrepancies and ensure timely resolution.

• Monitor financial exposure arising from unresolved returns and claims.

• Prepare ageing and recovery reports for management review.

• Ensure appropriate documentation and audit trails are maintained.

4. Team Management

• Lead and manage the Returns & Claims team.

• Define team targets, productivity metrics, and TATs.

• Monitor individual and team performance.

• Allocate work based on volumes and business priorities.

• Conduct regular performance reviews and provide coaching and feedback.

• Build capability within the team through process training and knowledge sharing.

5. Marketplace & Stakeholder Management

• Manage operational coordination with major marketplaces and external partners.

• Work closely with Amazon, Flipkart, Myntra, Q-commerce and other marketplace teams wherever applicable.

• Coordinate with Warehouse, Supply Chain, Finance, Customer Experience, Logistics, and Technology teams.

• Escalate critical issues with proper analysis and proposed solutions.

• Drive regular reviews with stakeholders on pending returns, claims, ageing, and recovery.

6. Process Improvement & Automation

• Identify opportunities to improve the returns and claims process.

• Develop and implement SOPs, process controls, and governance mechanisms.

• Drive automation and system improvements to reduce manual intervention.

• Improve return processing TAT and claim recovery percentage.

• Analyse recurring issues and implement preventive measures.

• Establish appropriate checks and controls to minimise revenue leakage and inventory loss.

Required Skills & Competencies

Technical Skills

• Strong understanding of returns and claims management.

• Experience in marketplace/e-commerce returns processes.

• Strong knowledge of reconciliation and inventory processes.

• Good understanding of warehouse operations and reverse logistics.

• Strong analytical and problem-solving skills.

• Good knowledge of Excel/Google Sheets and MIS reporting.

• Experience working with ERP/WMS/OMS/marketplace portals.

• Ability to analyse large datasets and identify trends and discrepancies.

Leadership Skills

• Strong team management and people leadership.

• Ability to manage large operational teams.

• Strong stakeholder management.

• Good communication and presentation skills.

• Decision-making and problem-solving ability.

• Ability to work under pressure and manage high-volume operations.

• Strong ownership and accountability.

Process & Business Skills

• Process-oriented approach.

• Strong focus on TAT, productivity, quality, and cost.

• Ability to identify revenue leakage and operational risks.

• Continuous improvement mindset.

• Ability to create and implement SOPs and process controls.

• Strong understanding of business impact and financial implications of returns.

Preferred Experience

• 6+ years of experience in Returns, Reverse Logistics, Claims, Warehouse, E-commerce or Operations.

• Prior experience managing marketplace returns and claims is preferred.

• Experience handling reconciliation and large-scale operational teams.

• Experience in jewellery/fashion/e-commerce or other high-value inventory businesses would be an advantage.

Ideal Candidate Profile

The ideal candidate should be someone who can independently own the complete Returns & Claims function, manage the team, control ageing, improve claim recovery, drive reconciliation, and work with multiple stakeholders to reduce operational and financial losses.

The candidate should be data-driven, process-oriented, proactive, and strong in execution, with hands-on experience in handling complex returns and claims scenarios.