Improve logistics quality (customer complaint resolution)

Who We Are

At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.

Our Global Reach

JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space. Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.

Learn more about who we are and what we do: https://www.jingdonglogistics.com/

What We Offer

Joining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.

About The Team

You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Job Summary
JD.com, Inc. is seeking a dedicated professional to improve logistics quality through effective customer complaint resolution. This role focuses on analyzing customer feedback, identifying root causes of logistics issues, and implementing corrective actions to enhance overall service delivery and customer satisfaction.

Job Responsibilities
* Investigate and analyze customer complaints related to logistics, including delivery delays, damaged goods, incorrect shipments, and service quality issues.
* Develop and implement systematic processes for tracking, categorizing, and prioritizing logistics-related customer complaints.
* Collaborate with internal logistics teams, warehouses, transportation partners, and customer service departments to identify root causes of service failures.
* Propose and execute corrective and preventive actions to address identified logistics quality issues, working closely with relevant stakeholders.
* Monitor the effectiveness of implemented solutions and conduct post-implementation reviews to ensure sustained improvements.
* Generate regular reports on logistics quality performance, complaint trends, and resolution rates for management review.
* Contribute to the development and refinement of logistics quality standards and operational procedures.
* Train and educate internal teams on best practices for preventing logistics issues and improving customer experience.
* Act as a key liaison between customers and logistics operations to ensure clear communication and timely resolution of issues.
* Utilize data analytics to identify patterns and predict potential logistics quality risks.

Job Qualifications
* Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
* 3+ years of experience in logistics quality control, customer service, or operations management, preferably within an e-commerce or retail environment.
* Proven experience in customer complaint resolution and root cause analysis.
* Strong understanding of logistics operations, including warehousing, transportation, and last-mile delivery.
* Excellent analytical and problem-solving skills with the ability to interpret complex data and drive actionable insights.
* Exceptional communication and interpersonal skills, with the ability to collaborate effectively across diverse teams and stakeholders.
* Proficiency in data analysis tools and software (e.g., Excel, SQL, BI tools).
* Ability to work independently and manage multiple priorities in a fast-paced environment.
* Customer-centric mindset with a passion for delivering high-quality service.
* Fluency in English; proficiency in Mandarin Chinese is a significant plus.

At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

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