The Reverse Logistics Manager is responsible for leading the end-to-end Failed Delivery & Customer Returns (FDCR) process, ensuring fast dispute resolution, fraud prevention, platform compliance, and minimizing financial losses.
This role acts as the primary point of contact with internal teams and external platforms/3PLs, driving accountability and operational excellence in reverse logistics.
Key Responsibilities
- Own and manage the end-to-end FD/CR and dispute resolution process with e-commerce platforms and last-mile partners.
- Act as the main POC for FDCR disputes caused by platform or delivery-related issues, ensuring timely and fair recovery.
- Collaborate closely with 3PLs, Warehouses, Finance, Commercial, and Customer Service to streamline reverse logistics operations.
- Monitor and improve key KPIs including return rate, dispute success rate, recovery value, and stock loss.
- Identify root causes leading to write-offs and implement corrective actions to reduce financial losses.
- Lead initiatives on damage assessment, reprocessing, restocking, and bad stock control.
- Prepare monthly performance reports and recommend operational improvements.
- Lead and develop a team of 4 FTEs, ensuring productivity, accountability, and high performance.
- Establish and enforce SOPs for inventory handling and dispute management.
- Conduct compliance audits and training to ensure adherence to inventory and risk control standards.
- Partner with Finance on monthly claim reconciliation and discrepancy resolution.
- Identify operational risks and drive continuous improvement initiatives.
