Senior Officer-Fulfilment Operations

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.

At CLiQ:

• We obsess over customer delight.
• We are out there to find an alternate way of doing e-commerce.
• We carry an attitude to develop a culture of learning and continuous improvement, both for people and processes.
• We believe in Uncomfortable Transparency.
• We will always be respectful, empathetic, and caring about the well-being of our teams.
• we encourage experiments and creativity in Technology.
• We develop and use technology to enhance day-to-day life and have a positive impact on customers.
• We encourage experiments and creativity in Technology.
  
  

We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all”

Job Summary: We are looking for an experienced Senior Officer to lead critical operational functions within the Returns, Disputes, and Seller Performance domain. The ideal candidate will be responsible for managing seller return disputes, conducting quality inspections, optimizing return rejections, and driving improvements in the seller experience through strategic initiatives and process enhancements. This role demands a proactive individual who excels in cross-functional collaboration and can drive key performance metrics to enhance service delivery and operational efficiency.

Key Responsibilities:

• Return Confirmation Alignment
  
  

Ensure seamless return confirmation processes are aligned with business partners, ensuring smooth and efficient operations.

• Seller Rejection Dispute Management
  
  

Take a proactive role in inspecting QC rejection products, converting them into saleable goods, and ensuring alignment with business objectives.

• Dispute Registration for Non-Saleable Items
  
  

Ensure 100% dispute registration and timely resolution for non-branded or non-saleable goods, optimizing the returns process.

• Shipment Details Sharing
  
  

Provide expected DTO/RTO shipment details to business partners, ensuring operational transparency and effective coordination.

• POD Consolidation and Reporting
  
  

Consolidate Proof of Delivery (POD) reports and share them with business partners to ensure accuracy, timely follow-up, and data consistency.

• Seller Escalation Reduction for Non-Receipt Shipments
  
  

Develop and implement strategies to reduce seller escalations related to non-receipt shipments by leveraging technology and process improvements.

• Seller Reconciliation and Settlement
  
  

Manage monthly seller reconciliation and settlement processes, addressing financial queries and ensuring smooth financial resolution.

Qualifications:

Education: Bachelor’s degree.

Experience: Minimum of 1 year of experience in seller returns management process or a related field.

E-commerce Experience: Previous experience in e-commerce, particularly in the fashion or retail sector, is preferred.

Skills:

Excellent communication and presentation skills.

Proficient in MS Office, particularly PowerPoint and Excel

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.