Job Title: RTV Specialist – Returns Management

Location: Bangalore, Karnataka, India

Department: Operations

About Us

Zepto is a fast-growing startup that delivers groceries in 10 minutes flat through an optimized network of dark stores that we're building across the country! We’re currently delivering in Mumbai, Bangalore, Delhi, Pune, Hyderabad, Kolkata and Chennai. We’re incredibly well-funded and our investors include Y-Combinator, Nexus Venture Partners, and more! We’ve also built out one of the best startup teams in India, with Senior Executives from Uber, Flipkart, Dream11, and institutions like Stanford, INSEAD, IIM, and IIT.

Job Overview

As an RTV Specialist focused on Returns Management, you will oversee and execute the return process for products, collaborating with vendors, logistics teams, and customer service to ensure the timely and accurate processing of returns. You will play a pivotal role in maintaining strong vendor relationships, minimizing return-related costs, and improving overall return efficiency.

Key Responsibilities

• Manage RTV Process: Coordinate the end-to-end return process for faulty, unsold, or returned inventory from customers to vendors. This includes processing returns accurately and within specified timelines.
• Vendor Relationship Management: Work closely with suppliers and vendors to facilitate seamless returns, ensuring adherence to return policies, timelines, and expectations. Address any issues related to damaged or defective products.
• Returns Tracking & Reporting: Maintain accurate records of all returned items, including reasons for returns, quantities, and statuses. Provide regular reports to management on return volumes, trends, and potential improvements.
• Data Analysis: Monitor return trends to identify recurring issues (e.g., quality, fulfillment errors) and collaborate with the product, logistics, and customer service teams to address and resolve these issues proactively.
• Inventory Control: Ensure that returned items are properly handled and categorized. Work with inventory teams to ensure that items are processed in a timely manner and that the warehouse is properly stocked.
• Customer Experience: Act as a point of contact for customer service regarding return inquiries, providing guidance on how to resolve customer complaints and ensuring that return processes align with customer expectations.
• Process Improvement: Suggest and implement improvements to reduce return rates, improve operational efficiency, and increase vendor compliance with RTV procedures.
• Compliance and Documentation: Ensure all return transactions comply with company policies and legal requirements. Maintain accurate records for auditing and tracking purposes.

Key Skills & Qualifications

• Experience: Minimum of 2-3 years of experience in a similar role in returns management, e-commerce operations, or logistics.
• Analytical Mindset: Strong ability to analyze return data, identify trends, and create actionable insights for process optimization.
• Vendor Management: Experience working with vendors, suppliers, or third-party logistics providers to resolve issues and optimize returns processes.
• Communication Skills: Excellent written and verbal communication skills, with the ability to interact with internal teams, vendors, and customers.
• Attention to Detail: Ability to maintain accurate records, spot discrepancies, and ensure compliance with return policies.
• Problem Solving: Proactive in resolving issues, such as disputes with vendors, stock discrepancies, or customer complaints related to returns.
• Tech-Savvy: Familiarity with returns management systems, e-commerce platforms, and inventory management tools. Experience with software like SAP, Salesforce, or similar tools is a plus.
• Educational Qualification: A bachelor’s degree in business, supply chain management, or a related field is preferred.

Why You’ll Love Working With Us

• Fast-Paced Startup Culture: Be a part of a rapidly growing startup in the e-commerce space, where your ideas and contributions will directly impact the business.
• Innovation: Work in an environment that thrives on innovation and is constantly striving for efficiency and improvement.
• Career Growth: We offer ample opportunities for personal and professional growth in a rapidly evolving company.

This role would require someone who is both detail-oriented and capable of working in a fast-paced, dynamic environment. If you’re looking to be part of a growing startup in India’s quick commerce sector, this is an exciting opportunity to have a direct impact on the business.