Senior Executive - Logistics
- Nykaa
- 2 - 3 years
- Noida, Gurugram
- 1 month ago
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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
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Procurement & Supply ChainRole Category: SCM & LogisticsRole: Logistics ExecutiveEmployement Type: Full timeContact Details:
Company: NykaaLocation(s): Noida, Gurugram
Keyskills: Escalation Management Reverse Logistics Issue Resolution Complaint Management Customer Escalation compliance Returns Management 3Pl
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