Customer Experience Specialist

Customer Experience Specialist

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.

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.

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.

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 Title: Customer Experience Specialist

Location: Fontana, CA or City of Industry, CA

Annual Salary: $75,000 - $100,000 USD + Annual Performance Bonus

Position Overview

We are seeking a Customer Experience Specialist to support the continuous improvement of logistics operations across the Americas. This role is responsible for building and optimizing end-to-end operational quality and customer experience monitoring systems across warehousing and last-mile delivery. The ideal candidate is data-driven, analytical, and passionate about identifying operational improvement opportunities that enhance customer satisfaction.

What You'll Do:

• Design and maintain the customer experience and operations quality monitoring framework for the Americas region, covering warehousing, fulfillment, and last-mile delivery processes.
• Establish and continuously improve operational quality KPIs, customer experience metrics, monitoring standards, and reporting mechanisms.
• Develop and maintain dashboards and automated reporting to monitor key operational and customer service performance indicators, providing regular insights into quality trends, risks, and improvement opportunities.
• Analyze operational performance data to identify exceptions related to delivery timeliness, order fulfillment, product quality, operational defects, abnormal orders, and customer complaints.
• Conduct root cause analysis for operational issues and collaborate with cross-functional teams to develop and implement corrective actions, ensuring timely issue resolution and continuous process improvement.
• Monitor customer service quality and establish mechanisms to identify service-related exceptions and recurring issues.
• Prepare periodic analysis reports on customer experience and service quality, driving initiatives that improve customer satisfaction and overall service performance.
• Partner closely with Operations, Customer Service, Product, and other cross-functional teams to promote data-driven decision-making and continuous operational excellence.

About You:

• Bachelor's degree or above in Logistics, Supply Chain Management, Industrial Engineering, Statistics, Data Analytics, Business Analytics, or a related field.
• 35 years of experience in warehouse operations, transportation operations, logistics operations, or supply chain operations.
• Solid understanding of end-to-end warehouse and last-mile delivery processes, with experience in operational quality management and customer experience improvement.
• Strong analytical and problem-solving skills with the ability to identify operational trends, uncover root causes, and recommend practical improvement initiatives.
• Proficient in SQL for data extraction, analysis, and reporting.
• Experience building automated dashboards and performance reports using Excel and business intelligence tools such as Power BI or Tableau.
• Strong communication, stakeholder management, and cross-functional collaboration skills, with the ability to drive projects and ensure action items are completed through to resolution.

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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