Senior Executive - Logistics

Job Description

Role & responsibilities 1. Escalation Management Address and resolve escalated return issues from customers and sellers related to delays or incorrect returns. Serve as the primary point of contact for escalated seller concerns via email and calls. Provide clear, empathetic, and professional communication to sellers regarding resolution steps and timelines. Analyze the root cause of issues and propose corrective actions to prevent recurrence. Escalate critical or unresolved issues to higher management with detailed reports. Coordinate with vendors through email to ensure timely resolution of disputes. Handle and close tickets related to escalations in a timely manner. Resolve warehouse-related escalations in coordination with internal teams. 2. Operational Execution Manage manual pickup arrangements for orders where automated processes fail. Handle the manual POD (Proof of Delivery) process and ensure documentation is completed accurately. Provide Order IDs and relevant details to stakeholders for tracking and issue resolution. 3. Cross-Functional Coordination Collaborate with logistics, finance, warehouse, brand management, and technology teams to resolve concerns efficiently. Maintain regular communication and follow-ups with internal teams to ensure timely closure of open issues. 4. Process Improvement Identify recurring problems and recommend process enhancements to improve the seller and customer experience. Contribute to the creation and revision of Standard Operating Procedures (SOPs) related to escalation handling and reverse logistics workflows. 5. Reporting & Compliance Maintain accurate records of escalations, resolutions, and manual transactions. Track and update internal reports and trackers related to returns, PODs, andmanual pickups. Ensure all actions follow company policies and operational guidelines. Preferred Candidate Profile Education : Graduate Experience : 24 years in reverse logistics operations, escalation management, or vendor coordination within the e-commerce sector. Skills: Strong problem-solving and conflict-resolution skills Excellent written and verbal communication abilities Ability to prioritize and multitask in a fast-paced environment Proficiency in Excel and email-based communication tools Understanding of e-commerce reverse logistics, seller operations, and vendor management Preferred Qualifications Experience handling manual logistics processes (e.g., pickups, PODs) Familiarity with escalation tracking systems and marketplace platforms Knowledge of SOP development and process documentation