Customer Service Logistics Manager

JD.COM; Duisburg; On-site; EUR 50,000 - 80,000; Full time

Job summary

JD.com Inc. is seeking a Customer Service Manager to serve as a trusted partner for Chinese enterprises expanding into Europe, delivering seamless service and proactive support across the region.

You will cultivate long-term partnerships with European operations teams, coordinate end-to-end collaboration between our internal functions, and lead regular business reviews with client stakeholders to refine workflows and elevate service reliability.

Qualifications

Responsibilities

• Cultivate long-term partnerships with European operations teams to drive high satisfaction and loyalty.
• Coordinate cross-functional collaboration with warehousing, transportation, IT, and other internal functions to respond swiftly to client requests.
• Lead regular business reviews with client stakeholders to identify workflow improvements and reduce friction.
• Manage day-to-day client operations, verify tracking data, and handle incidents (loss, damage, delays) with transparency.

Job description

We are looking for a dedicated Customer Service Manager to serve as the trusted partner for Chinese enterprises expanding into Europe—delivering seamless service and proactive support across the region.

What you’ll do:

• Cultivate long-term partnerships – Build and sustain strong relationships with clients’ European operations teams, ensuring high satisfaction and loyalty through attentive, solution-oriented service.
• Orchestrate end-to-end collaboration – Act as the central liaison between clients and our internal functions (warehousing, transportation, last-mile delivery, IT systems, etc.), aligning resources to guarantee swift, effective responses to all client requests.
• Drive continuous improvement – Lead regular business reviews with client stakeholders, identifying opportunities to refine workflows, reduce friction, and elevate both routine operations and emergency response capabilities.
• Own day-to-day execution – Manage business systems on behalf of clients, proactively resolve order discrepancies, verify tracking data, and handle incident management (e.g., loss, damage, delays) with transparency and accountability.