Improve logistics quality (customer complaint resolution)

JD.COM; Madrid; Presencial; EUR 42.000 - 56.000; Jornada completa

Descripción de la vacante

JD Logistics, part of JD.com, invites a motivated professional to join our team to enhance logistics quality, focusing on customer complaint resolution and continuous improvement initiatives.

You will analyze feedback, collaborate across warehousing, transportation and customer service, monitor KPIs, and lead projects to prevent future complaints while delivering training on best practices.

Formación

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 3+ years in logistics quality management, customer service, or similar role with focus on complaint resolution.
• Strong analytical skills with ability to interpret data and identify actionable insights.
• Excellent problem-solving abilities and proactive approach to issue resolution.
• Exceptional communication and interpersonal skills, with cross-department collaboration and customer communication.
• Demonstrated ability to drive process improvements and implement change.
• Proficiency in data analysis tools and Microsoft Excel.
• Experience in e-commerce logistics is a significant plus.

Responsabilidades

• Analyze customer feedback and complaint data related to logistics services to identify root causes and recurring issues.
• Develop and implement strategies for efficient and satisfactory resolution of logistics-related customer complaints.
• Collaborate with warehousing, transportation, and customer service to investigate complaints and implement corrective actions.
• Monitor KPIs related to logistics quality and customer satisfaction, reporting on trends and areas for improvement.
• Lead improvement projects to optimize logistics operations and prevent future complaints.
• Develop and deliver training programs to internal teams on logistics quality and complaint handling.
• Stay informed of industry best practices and emerging technologies in logistics and customer service.

Conocimientos

Analytical skills

Communication skills

Problem-solving

Continuous improvement

Data analysis

E-commerce logistics experience

Educación

Bachelor’s degree in Logistics / Supply Chain / Business Administration

Herramientas

Excel

Descripción del empleo

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.

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

We are seeking a highly motivated individual to join our team at JD.com, Inc. to enhance the quality of our logistics services, specifically focusing on customer complaint resolution and continuous improvement initiatives.

Job Responsibilities

• Analyze customer feedback and complaint data related to logistics services to identify root causes and recurring issues.
• Develop and implement effective strategies and processes for efficient and satisfactory resolution of logistics-related customer complaints.
• Collaborate with various internal departments (e.g., warehousing, transportation, customer service) to investigate complaints and implement corrective actions.
• Monitor key performance indicators (KPIs) related to logistics quality and customer satisfaction, reporting on trends and areas for improvement.
• Propose and lead improvement projects aimed at optimizing logistics operations and preventing future customer complaints.
• Develop and deliver training programs to internal teams on best practices for logistics quality and customer complaint handling.
• Stay informed of industry best practices and emerging technologies in logistics and customer service.

Job Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• Proven experience (3+ years) in logistics quality management, customer service, or a similar role with a focus on complaint resolution.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Excellent problem-solving abilities and a proactive approach to issue resolution.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and communicate clearly with customers.
• Demonstrated ability to drive process improvements and implement change.
• Proficiency in data analysis tools and Microsoft Office Suite (especially Excel).
• Experience in e-commerce logistics 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.