Key Account Specialist – E-Commerce (m/f/d)

J&T Express Germany GmbH; Mainz; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

J&T Express Germany GmbH is seeking a Key Account Specialist – E-Commerce to support our platform partnerships, monitor service performance and manage tickets and penalties across our e‑commerce operations.

You will act as a crucial interface between J&T Express, platform partners and internal teams, drafting appeals and responses in English, and helping drive process improvements and customer service excellence.

Qualifikationen

• Professional experience in e-commerce, platform management, key account management, customer service or logistics.
• Experience working with e-commerce platform back-office systems and platform rules.
• Strong ability to draft clear, logical and persuasive appeals and formal responses.

Aufgaben

• Monitor and follow up on agreed service and performance indicators for e-commerce platform partners
• Handle platform penalties and coordinate internal responsibility reviews
• Manage, prioritise and track platform tickets and service cases
• Draft structured appeals, statements and written responses, mainly in English
• Communicate directly with platform partners regarding operational, quality and contractual topics
• Work closely with Customer Service, Operations, Quality Control and other internal teams
• Analyse recurring issues and support the continuous improvement of internal processes

Kenntnisse

E-commerce experience

Platform management

Key account management

Customer service

Logistics

Tools

Back-office systems

Jobbeschreibung

J&T Express is a fast-growing international logistics company specialising in e-commerce and last-mile delivery.>

As we continue to expand our operations in Germany, we are looking for a Key Account Specialist – E-Commerce (m/f/d) to support our platform partnerships, monitor service performance and ensure the professional handling of tickets, penalties and operational cases.

Your Role

As a Key Account Specialist – E-Commerce (m/f/d), you will act as an important interface between J&T Express, our e-commerce platform partners and internal departments.

You will monitor agreed service indicators, coordinate the handling of platform-related cases and ensure that open topics are resolved in a structured, timely and solution-oriented manner.

Your Responsibilities

• Monitor and follow up on agreed service and performance indicators for e-commerce platform partners
• Handle platform penalties and coordinate internal responsibility reviews
• Manage, prioritise and track platform tickets and service cases
• Draft structured appeals, statements and written responses, mainly in English
• Communicate directly with platform partners regarding operational, quality and contractual topics
• Work closely with Customer Service, Operations, Quality Control and other internal teams
• Analyse recurring issues and support the continuous improvement of internal processes

Your Profile

• Professional experience in e-commerce, platform management, key account management, customer service or logistics
• Experience working with e-commerce platform back-office systems and platform rules
• Strong ability to draft clear, logical and persuasive appeals and formal responses
• Very good written and spoken Chinese and English
• Structured, accurate and solution-oriented working style
• Strong communication skills and confidence in dealing with internal and external stakeholders
• Experience in customer service within a logistics or parcel delivery company is an advantage

What We Offer

• A responsible role in a fast-growing international logistics company
• Close collaboration with platform partners, operational teams and international stakeholders
• A dynamic working environment with short decision-making processes
• The opportunity to actively shape and improve processes
• Strong growth potential and opportunities for professional development