Santriya Technologies is seeking an AI Returns & Reverse Logistics Analyst to analyze and coordinate returns, refunds and reverse-logistics flows using AI-assisted reason classification and anomaly detection to improve recovery, customer experience and product quality.
Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.
The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.
Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.
Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.
Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.
Key Responsibilities:
Monitor return initiation, pickup, receipt, inspection, refund and disposition flows.
Use AI to classify reasons, summarize evidence and detect unusual return patterns, validating before customer-impacting action.
Coordinate warehouse, customer care, carrier, seller/vendor, finance and fraud teams.
Ensure refund and replacement decisions follow documented product and policy rules.
Analyze return drivers by product, supplier, content, damage and delivery cause.
Improve disposition to resale, repair, vendor return, recycle or write-off based on approved rules.
Escalate suspected abuse/fraud with evidence rather than automated accusation.
Feed return insights into content, quality, packaging and supplier improvement.
AI-enabled ways of working:
Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.
Human accountability: AI is a copilot, not the accountable decision-maker.
The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.
Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.
Success Measures:
Return cycle time and recovery value improve
Avoidable returns decline
Customer refunds remain accurate and timely
Fraud controls improve without harming legitimate customers

AI Returns & Reverse Logistics Analyst

Job Description

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