Returns Supervisor - PostEx - Karachi, Pakistan
(2025-03)
End-to-end reverse logistics | Team of 50+ ground staff | Daily volume of [X,XXX] parcels
- Direct daily returns and parcel-processing operations for a ground team of 50+ staff, covering inbound scanning, sorting, quality verification, re-injection, and merchant handover.
- Designed and rolled out a tiered task-handling structure that routes returns by exception type — damaged, refused, undelivered, and claim cases — cutting average resolution turnaround from [X] to [Y] days.
- Own the downstream workflow from rider return to merchant settlement, coordinating handoffs between warehouse, fleet, customer support, and finance so no parcel stalls between stages.
- Manage stakeholders across riders, hub teams, merchants, and internal support, running daily briefings and escalation calls that reduced repeat complaints by [X]%.
- Introduced a shift-level productivity dashboard in Excel tracking parcels per agent, pending ageing, and exception backlog, lifting team output by [X]% within [X] months.
- Cleared a standing return backlog of [X,XXX] parcels within [X] weeks through workload rebalancing and a dedicated aged-parcel task tier.
- Maintain return records, system updates, and audit-ready documentation with [XX]% data accuracy against monthly reconciliation.
Logistics Specialist - Lucky Textile Mills - Karachi, Pakistan
(2023-09 - 2025-02)
Local & international shipments | Freight, documentation, and vendor management
- Coordinated local and international shipments end to end, sustaining on-time delivery performance of [XX]% across [X] monthly consignments.
- Prepared and controlled shipping documents, commercial invoices, and dispatch records, eliminating documentation-related clearance delays.
- Served as primary point of contact for freight forwarders, transporters, suppliers, and customers, resolving delays and exceptions within agreed SLAs.
- Negotiated rates with logistics vendors and monitored transportation spend, delivering annual freight cost savings of approximately [X]%.
- Tracked inventory movement and maintained accurate logistics records, improving stock visibility for planning and production teams.
- Produced weekly and monthly logistics reports for management, converting raw shipment data into actionable cost and performance insights.
Station Officer - Daraz.pk (Alibaba Group) - Karachi, Pakistan
(2022-03 - 2023-08)
Station operations | Returns, refunds & quality control | Team supervision
- Led the station team handling returns, refunds, and customer escalations, processing [X,XXX]+ cases per month within promised resolution windows.
- Conducted product quality assessments using measuring tools and gauges, rejecting non-conforming items and protecting customer-experience scores.
- Managed parcel inventory and documentation systems, keeping stock-count accuracy above [XX]%.
- Implemented 5S methodology across the station floor, reducing parcel search and retrieval time by [X]%.
- Produced recurring quality and returns reports that surfaced root causes and drove corrective action with seller and category teams.
Mid-Mile Team Supervisor - SWYFT Logistics - Karachi, Pakistan
(2020-09 - 2022-02)
Mid-mile dispatch & route coordination | Seller onboarding support
- Managed daily shipments and route coordination for mid-mile operations, scheduling [X] daily routes to meet delivery cutoffs.
- Maintained dispatch records and confirmed delivery details with customers, improving first-attempt delivery accuracy.
- Analysed operational data to identify improvement areas and led resulting projects, clearing backlog issues and stabilising daily throughput.
- Built Excel tracking reports for shipment status, route performance, and exception ageing used by the operations leadership.
- Guided sellers on account creation and managed inbound and outbound operations at the facility.
