Rethinking Returns: Kyle Bertin on Turning E-Commerce Challenges into Supply Chain Wins

Episode SummaryJoin Harshida in a thought-provoking discussion with Michael Mahoney, CEO of Misen, about navigating challenges in logistics and operations. From orchestrating a stunning turnaround post-bankruptcy to leveraging technology for operational efficiency, Michael shares actionable strategies for logistics leaders. Gain insights into optimizing processes, selecting the right tools, and building scalable operations—all while maintaining a focus on simplicity and resilience. What You’ll LearnRadical Simplification: Why less complexity in operations leads to better scalability and efficiency.Process-First Approach: Prioritizing process and technology before hiring for lasting operational success.Evaluating Technology Investments: The power of iterative, cost-effective tech adoption.Crisis Management: Think like a firefighter to tackle peak season challenges and unforeseen disruptions.Future of AI in Logistics: Unlocking potential with demand planning and consumer insights.Highlights[00:01:00] – Michael’s journey from bankruptcy to profitability at Misen.[00:03:00] – The critical role of switching 3PL partners in driving operational profitability.[00:05:00] – Process, technology, and people: Why this sequence matters for rebuilding operations.[00:09:00] – Leveraging SaaS tools to automate demand planning and supply chain communications.[00:13:00] – Firefighter thinking: A structured approach to peak season challenges.Quotes[00:03:00] “Operations should work at 50% or 500% of your goals. If it doesn’t, you’re doing it wrong.” – Michael Mahoney[00:05:00] “Process, then technology, then people—get the foundations right before hiring.” – Michael Mahoney[00:13:00] “Simplify. Fewer tools, fewer things to break, and fewer processes mean faster execution.” – Michael Mahoney[00:14:00] “Think like a firefighter—calmly scope the issue, set deadlines, and avoid overreacting.” – Michael MahoneyAbout the GuestMichael Mahoney is the CEO of Misen, a company specializing in high-quality cookware and kitchen tools. With a deep background in logistics, operations, and organizational turnarounds, Michael has successfully guided Misen from bankruptcy to a thriving business. His process-first philosophy and strategic use of technology make his insights invaluable for logistics leaders.Connect with Michael on LinkedIn and explore Misen’s innovative cookware at Misen.com Unlock the Future of Logistics at CartCon 2025Want to stay ahead in logistics and e-commerce? CartCon 2025 is your chance to dive into the latest innovations, connect with industry experts, and discover solutions that will drive your operations forward. As a proud media partner, we invite you to join us at this game-changing event.Ready to transform your logistics? Pre-register now: https://cart.com/preregister2025  Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

What You’ll LearnThe Birth of Formula E: How Alberto turned a vision for an electric racing championship into reality.Sustainability at the Core: Strategies that make Formula E a global leader in carbon-neutral events.Tech Transfer: How innovations from Formula E are influencing everyday electric vehicles.Logistical Feats: Behind the scenes of moving 300 tons of equipment across continents sustainably.Breaking Barriers in Motorsport: Formula E’s approach to inclusivity, affordability, and talent-first driver recruitment.Highlights[00:05:00] – The bold idea of creating a net-zero electric racing championship.[00:17:00] – Logistics of racing in 33 cities: moving 300 tons of equipment with a reduced carbon footprint.[00:25:00] – How Formula E's battery transport protocols influenced global EV logistics regulations.[00:31:00] – Formula E’s unique all-weather tires: sustainable, efficient, and performance-ready.[00:36:00] – Formula E’s commitment to talent-first recruitment and cost caps in motorsports.Quotes[00:03:00] – “Sometimes you need to be persistent and follow your dreams.” – Alberto Longo[00:13:00] – “Formula E is not just a sport, it’s a platform for education and innovation in sustainability.” – Alberto Longo[00:25:00] – “Efficiency is our commitment to the world. Every year, we do bigger events with fewer emissions.” – Alberto Longo[00:37:00] – “Talent should be the gateway to motorsports, not wealth. We’re changing that with Formula E.” – Alberto LongoAbout the GuestAlberto Longo is the Co-founder and Chief Championship Officer of Formula E, a revolutionary all-electric motorsport. With a background in finance and law, Alberto transitioned into motorsports with a vision to make racing sustainable, inclusive, and innovative. His leadership has transformed Formula E into the fourth largest motorsport globally, with a profound impact on electric vehicle technology and urban mobility. Connect with Alberto Longo on LinkedInExplore Formula E: Formula E Official Website Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

Join hosts Harshida and Ninaad as they explore 3PL growth strategies with Peter Davis, VP and GM at WSI. Discover how WSI has growth 500% in four years without debt, using strategic acquisitions and a people-centered approach. This episode is packed with practical insights to help logistics leaders build resilient, adaptable operations while balancing technology with a strong team culture.What You’ll LearnDebt-Free Growth: Expand logistics capacity without taking on debt.People-First Leadership: Build a cohesive team culture with empathy and strong values.Strategic Acquisitions: Insights for choosing acquisitions that add technological value.Tech & Human Balance: Integrate automation and AI without losing the human touch.Operational Resilience: Key principles for navigating change in the supply chain.Highlights[00:01:00] – WSI’s 500% growth journey without debt[00:13:00] – Acquisitions for tech enhancements, including Shipping Tree[00:17:00] – Integrating acquisitions with a people-first approach[00:27:00] – Adapting to specialization and versatility in 3PL[00:44:00] – Using AI for demand forecasting and operational efficiencyQuotes[00:03:00] “You quickly realize that people at all levels bring incredible value. Empathy is crucial to leading in logistics.” – Peter Davis[00:10:00] “Spend time on the floor with your team—not just observing processes but connecting with the people.” –  Ninaad Acharya[00:17:00] Peter Davis: “Listening is the first step to successfully integrating a new team after an acquisition.” – Peter Davis[00:33:00] “If you’re disregarding culture and team, you’re missing the heart of the business.” – Peter DavisAbout the GuestPeter Davis is the VP and General Manager of Fulfillment & Chemical at WSI, a logistics leader focused on sustainable, customer-centered growth. With a background in private equity M&A and legal strategy, Peter offers a unique perspective on scaling 3PL operations. His leadership emphasizes a long-term, strategic approach that combines operational excellence with a commitment to a strong team culture.Connect with Peter on LinkedInLearn More about WSI   Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

Chris Sultemeier is an Operating Partner at NewRoad Capital Partners. Chris has over 30 years of experience in leadership and supply chain operations. Chris served as President & CEO of Walmart Transportation and EVP of Logistics at Walmart, where he was responsible for over-the-road trucking, global shipping and warehousing. In his time at Walmart, Chris developed an extensive network of industry executives across transportation, third-party warehouse distribution and fulfillment and retail companies. In 2007, he was awarded the prestigious Sam M. Walton Entrepreneur of the Year Award on Sustainability. Chris currently serves on the Board of Directors for Duke Realty and Logistics Innovation Technologies. Chris holds a BS in Mechanical Engineering from the U.S. Military Academy at West Point. He was an Army Airborne Ranger and received his professional engineering license in Civil Engineering.HIGHLIGHTS[00:04:00] - Scaling Walmart’s logistics network from $20 billion to $500 billion.[00:17:00] - The role of AI and sustainability in transforming supply chain operations.[00:22:00] - Key leadership strategies for navigating supply chain growth and innovation.[00:28:00] - Doubling fleet efficiency through sustainable logistics initiatives.[00:35:00] - Practical applications of AI in improving logistics, from picking processes to reverse logistics. QUOTES:[00:28:00] - "Sustainability has to have an ROI. It can't be just a hobby; it has to pay back." – Chris Sultemeier[00:35:00] - "AI gets me excited when I see it used in ways that deliver real payback, like improving picks per hour by 40 to 45% in a fulfillment center." – Chris Sultemeier[00:22:00] - "Your career doesn’t just go upward. You need to move laterally, gain breadth of experience, and that makes you a better leader." – Chris Sultemeier[00:29:00] - "Efficiency in logistics is key to sustainability. It's about doing more with less, which is what leads to long-term success." – Ninaad Acharya[00:17:00] - "If you blend technology like AI with real industry experience, that's when logistics innovation happens. You can’t just Silicon Valley this thing." – Ninaad AcharyaFIND MORE ABOUT THE GUEST:LinkedIn: https://www.linkedin.com/in/chris-sultemeier-263363120/New Road Capital Partners: https://newroadcp.com/ Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

ABOUT THE GUEST:Bill Gibson is a seasoned executive in the technology and supply chain industries. He earned his MBA from the University of Virginia's Darden School of Business and a Bachelor's degree from the University of Pennsylvania. Gibson’s career began in 1993 as an account executive at Manugistics, a leading supply chain software provider. Over the years, he has held significant positions, including Managing Partner at The Albermarle Group, a venture capital firm, and leadership roles at Grotech Ventures. Gibson is currently the CEO of Deposco, a cloud-based supply chain software company that offers solutions for retailers, distributors, and 3PLs. Under his leadership, Deposco has grown significantly and has been recognized multiple times, including making the Inc. 5000 list for several years. Notably, Gibson was honored as one of the Top 50 SaaS CEOs by The Software Report, highlighting his influence and success in the software as a service (SaaS) sector.HIGHLIGHTS:[00:03:00] Inception of Deposco and the gap in the market.[00:07:00] Evolution of e-commerce and 3PLs, noting how brands struggled with operational challenges.[00:19:00] The importance of real-time, cloud-based solutions for 3PLs.[00:28:00] Peak season preparation and the common pitfalls brands face during this time.[00:33:00] Importance of forward-looking planning vs. driving operations based on historical performance.QUOTES:[00:28:00] - "Mike Tyson had a quote at a point in time about ‘You got to plan until you get punched in the face,’ right? It's the same at peak seasons—it's the punch in the face for everybody every year." – Bill Gibson[00:31:00] - "How do you not have your real-time fulfillment system tied into your front-end commerce system? If you can’t supply the order, why are you booking the business?" – Bill Gibson[00:22:00] - "The future is about how we as practitioners make it easier, faster, and less expensive to achieve the outcomes. It’s not just about the software, it’s about aligning strategy and operations." – Bill Gibson[00:25:00] - "We’re co-creating. It’s not about the AI toolkit, it’s about how we apply AI to solve real problems in commerce." – Bill Gibson[00:36:00] – “In logistics, the digital and physical sides of the business need to be joined at the hip. When they’re not, you get failures that damage customer trust.” – Ninaad AcharyaFIND MORE ABOUT THE GUEST:LinkedIn: Bill GibsonWebsite: DeposcoTwitter: @Deposco  Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

ABOUT THE GUEST:Bill Catania is a seasoned entrepreneur and the Founder and CEO of OneRail, an omni-channel fulfillment platform that connects businesses with a vast network of 12 million drivers, optimizing last-mile logistics. Bill's impressive career spans multiple industries, with a focus on leveraging technology to solve complex business problems. He is recognized as a thought leader in logistics technology, having received numerous accolades, including being named a "Game Changer" by the Orlando Business Journal and winning the Supply Chain Leaders in Action Pitch Tank contest. Bill's previous ventures include MDOT, a pioneering enterprise software company that helped transform digital coupon redemption.EPISODE HIGHLIGHTS:[00:04:00] – Bill’s early entrepreneurial ventures and the start of his career in enterprise software.[00:07:30] – The pivot moment for OneRail: transitioning from a tech-connected courier to an aggregated network platform.[00:16:00] – The complexities of aggregating courier networks and matching supply with demand in real-time.[00:20:30] – How AI and machine learning helped OneRail scale operations and manage thousands of deliveries daily.[00:28:00] – The acquisition of OrderBot and the future of OneRail’s dynamic fulfillment capabilities.[00:31:30] – Bill’s advice on raising capital and scaling logistics businesses through data optimization.QUOTES:[00:07:00 - 00:07:24] - "The logistics triangle is really about inventory, transportation, and consumer — and these three things must talk in real time to create a seamless delivery experience." – Bill Catania[00:16:48 - 00:17:31] - "The key to optimizing logistics is building density. With high-volume partners, you get density, and density leads to better optimization and economic advantage." – Bill Catania[00:11:00 - 00:11:30] - "If you think you have a good idea, just jump in and do it. The fact is, whatever you build initially isn't what will take you to the rocket ship — it will evolve. Avoid analysis paralysis and act." – Ninaad Acharya[00:22:34 - 00:22:59] - "We always work at the SKU level because inventory, transportation, and consumer data have to align in real time. Knowing item specifics allows us to optimize the entire fulfillment process." – Bill Catania[00:29:00 - 00:29:30] - "To achieve the 'Amazon experience,' you need real-time decision-making between transportation and fulfillment while the customer is still on the product page. It’s about aligning inventory and transportation seamlessly." – Ninaad Acharya[00:14:00 - 00:14:29] - "You don’t quit. You pivot, you tweak, and figure out where you can add value. In logistics, finding where you can provide the most value is what keeps you moving forward." – Bill CataniaFIND MORE ABOUT THE GUEST:LinkedIn: Bill CataniaWebsite: OneRailTwitter: @OneRailTech Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

ABOUT THE GUEST:Ryan Kelly is the Vice President of Commercialization at FedEx, where he leads the company's e-commerce and digital strategies. With over 25 years of experience spanning investment banking, corporate strategy, and logistics, Ryan has helped shape the future of global supply chains. His work at FedEx focuses on developing innovative products and solutions, establishing strategic alliances, and commercializing digital platforms. Previously, Ryan played a pivotal role in Genco's acquisition by FedEx and led corporate development initiatives at ATC. He is a recognized thought leader in logistics and supply chain innovation.HIGHLIGHTS:[00:02:03] From Investment Banking to Logistics Leadership[00:04:00] Commercializing Digital Solutions: Navigating Ecosystem Integration[00:07:00] Technology Gaps: Challenges and Opportunities in E-Commerce Platforms[00:11:00] Sustainability in Supply Chain: Reducing Waste and Emissions[00:21:00] Returns Management: Addressing Fraud and Optimizing Policies[00:34:00] Supply Chain Strategy: Efficient Fulfillment and Inventory ManagementQUOTES:[00:07:00] - "Many third-party solutions overlook fundamental logistics signals, creating misinterpretations that can harm delivery performance." - Ryan Kelly[00:11:22] - "Sustainability is about more than just emissions; it's about reducing waste and improving overall supply chain efficiency." - Ryan Kelly[00:19:46] - "Peer-to-peer delivery solutions are often the most unsustainable, while route-based networks add efficiency most people don’t consider." - Ryan Kelly[00:21:14] - "There’s a growing need for industry-wide data sharing to prevent returns abuse and catch fraud early, similar to what financial institutions do." - Ninaad Acharya[00:30:17] - "A strong returns policy isn’t just a logistics decision—it’s a marketing tool that reduces risk for the customer and enhances their buying experience." - Ryan Kelly[00:38:53] - "Brands need to consider the whole picture, not just shipping costs—fulfilling from the right location can prove far more cost-effective in the long run." - Dan CollFIND MORE ABOUT THE GUEST:LinkedIn: Ryan KellyWebsite: FedEx Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

ABOUT THE GUEST:Mark Ang is the CEO and Co-Founder of GoBolt, a technology company building the largest sustainable supply chain network. GoBolt provides a planet positive approach to logistics. The company is committed to providing carbon-neutral deliveries, setting the bar for a more viable future.HIGHLIGHTS:[00:07:54] - EV Fleet Optimization: Overcoming challenges of downtime and reliability with custom algorithms.[00:10:18] - AI in Logistics: Using machine learning to optimize driver behavior and extend vehicle range.[00:12:27] - Dynamic Mobile Hubs: How flexible delivery models reduce costs and increase efficiency.[00:16:53] - Custom Tech Solutions: The pros and cons of building in-house logistics software versus off-the-shelf tools.[00:24:30] - Scalability: Key strategies to scale green logistics while keeping costs down. QUOTES:[00:07:54] - "When we made the pivot to electric vehicles in 2019, there was no viable commercial EV on the road. We had to become guinea pigs for startups." – Mark Ang[00:10:00] - "Running an electric fleet like a diesel truck is destined to fail. You need custom learning models to optimize how EVs perform under real-world conditions." – Mark Ang[00:12:27] - "The idea of dynamic mobile hubs, where you drop a truck with pre-sorted EV bikes or vehicles, is game-changing. It's a strategic move that allows for flexibility in urban deliveries." – Ninaad Acharya[00:16:53] - "If you ask for something new, chances are a lot of things are already addressed on the roadmap, but you need to find that right solution for yourself.” - Ninaad Acharya[00:25:30] - "Sustainability in logistics isn't just about marketing—it requires deep investments and the right people to lead." – Mark AngFIND MORE ABOUT THE GUEST:LinkedIn: Mark AngCompany Website: GoBolt  Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

ABOUT THE GUESTJonathan Poma is the Co-founder and Executive Director of the Board of Loop, a leading returns management platform for Shopify merchants. With over 13 years of experience in e-commerce, Jonathan has a deep understanding of the complexities of returns and reverse logistics. Under his leadership, Loop facilitates 2.5 million returns monthly and works with over 4,000 merchants, helping them optimize their reverse logistics and boost profitability. Jonathan has been instrumental in building Loop from a simple project for Chubbies into a major player in the Shopify ecosystem, handling returns for some of the world’s fastest-growing brands.HIGHLIGHTS[00:03:00] From Idea to Reality: The Birth of Loop Returns[00:07:30] The Importance of Returns in E-Commerce[00:17:30] The Shift to Paid Returns: Why 72% of Merchants Now Charge[00:22:00] Rethinking Reverse Logistics: A New Frontier[00:29:00] Data and Personalization in ReturnsQUOTES[00:01:30]  "Let’s start with solving problems and then figure out how to make money, not try to make money and figure out if there’s a problem to solve." -  Jonathan Poma[00:07:00] "When capital was cheap, returns didn’t seem like a big deal, but now, optimizing reverse logistics can make or break profitability." -  Jonathan Poma[00:08:30] "Returns are the last rock to turn over in finding profits in e-commerce today." - Jonathan Poma[00:11:30] "Amazon has mastered returns because they know everything about every customer—they hold accountability like no one else." - Jonathan Poma[00:14:30] "It now comes down to personalization. There is a difference between a top buyer, but is that top buyer also the top returner? There’s a correlation between the two." -  Ninaad Acharya[00:17:00] "Free returns aren’t sustainable for most brands anymore, and that’s a massive shift we’re seeing across e-commerce." - Jonathan Poma[00:20:00] "Logistics is somehow driven by commerce's decisions rather than working hand in hand... I want to see the world actually change where commerce and logistics get much closer from a data perspective."  - Ninaad AcharyaFIND MORE ABOUT OUR GUESTWebsite: Loop ReturnsLinkedIn: Jonathan PomaTwitter: @PomaJP Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube

ABOUT THE GUEST:Kyle Bertin is the co-founder and CEO of Two Boxes. Prior to founding Two Boxes in 2022, Kyle held senior roles at Outrider, Flexport, DeepScale (acquired by Tesla), and Deloitte. His extensive experience in logistics and strategy, combined with a passion for operational efficiency, has positioned Kyle as an innovator in the supply chain and returns management space. Kyle holds a BA in Economics from Northwestern University and an MBA from UC Berkeley’s Haas School of Business.HIGHLIGHTS:[00:01:50] – Kyle’s journey and the founding of Two Boxes.[00:04:20] – The rising complexity of returns in e-commerce.[00:05:30] – The explosion of online returns.[00:06:50] – Automation and smart systems to streamline returns processes in warehouses.[00:20:00] – Challenge of fraud in returns and how technology can help mitigate this growing issue.[00:26:00] – Collaboration between brands, 3PLs, and logistics tech providers to combat returns fraud.QUOTES:[00:05:10] – "It's never been easier for a consumer to return an item, but it's never been harder for a warehouse to handle those returns." – Kyle Bertin[00:06:00] – "Online return volumes in the U.S. have increased eightfold in just five years, creating huge challenges for warehouses and 3PLs." – Kyle Bertin[00:15:26] – "In an e-commerce warehouse, thousands of people interact with screen flows daily, yet no one cared about the user experience. Just improving that one aspect can massively boost efficiency." – Ninaad Acharya[00:23:50] – "Roughly 10 to 15% of returns we see have clear evidence of fraud or abuse, from empty boxes to swapped items." – Kyle Bertin[00:28:00] – "The future of reverse logistics is collaboration—logistics providers, retailers, and tech companies need to work together to reduce fraud and improve efficiency." – Kyle BertinFind More About the GuestWebsite: Two BoxesLinkedIn: Kyle Bertin on LinkedInTwo Boxes LinkedIn: Two Boxes LinkedIn Page Subscribe and Keep Learning!If you’re a logistics leader looking to scale sustainably, don’t miss out! Subscribe for more expert strategies on tackling modern supply chain challenges. Be sure to follow and tag the eCom Logistics Podcast on LinkedIn and YouTube