Logistics Executive

1. Escalation Handling

• Address and resolve escalated return issues from sellers related to damage, wrong return etc.
• Analyze the root cause of issues and propose corrective actions to prevent recurrence.
• Deal with logistics partners and manage disputes for marketplace seller
• Candidate should be able to identify and control fraudulent activities in the network.

2. Seller Communication

• 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.

3. Collaboration with Internal Teams

• Coordinate with cross-functional teams such as logistics, finance, warehouse, brand management and technology to resolve seller concerns effectively.
• Escalate critical or unresolved issues to higher management with detailed reports.

4. Process Improvement

• Identify recurring problems and recommend process enhancements to improve the overall seller experience.
• Contribute to the creation and revision of SOPs for escalation handling.

5. Compliance and Reporting

• Ensure adherence to company policies and guidelines while addressing seller issues.
• Maintain accurate records of escalations, resolutions, and trends. Generate reports to monitor key metrics and escalate insights to management.

6. Proactive Issue Resolution

• Monitor seller feedback and proactively address potential escalations before they occur.
• Educate sellers on policies, procedures, and best practices to minimize escalations.