inbound team leader

JD Logistics; Madrid; On-site; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Great locations

People-first culture

Job summary

JINGDONG Logistics is seeking an experienced inbound customer service team lead in Madrid to coach and manage a high-performing group delivering JD.com’s service commitments.

You will oversee daily operations, monitor queues and metrics, provide performance feedback, handle escalations, and partner with other departments to enhance customer experience and operational efficiency. English and Mandarin language skills are preferred for global operations.

Qualifications

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead position.
• Proven ability to motivate and lead a team to achieve performance goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Fluency in English (and Mandarin preferred for global operations).

Responsibilities

• Oversee the daily operations of the inbound customer service team, ensuring adherence to quality standards and service level agreements.
• Provide coaching, mentoring, and performance feedback to team members, identifying areas for development and implementing training initiatives.
• Monitor call queues, agent availability, and service metrics to optimize resource allocation and maintain efficient workflow.
• Handle escalated customer inquiries and complex issues, resolving them effectively and professionally.
• Analyze team performance data, identify trends, and implement corrective actions to improve customer satisfaction and operational efficiency.
• Develop and implement team schedules, ensuring adequate coverage and managing leave requests.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct regular team meetings to communicate updates, share best practices, and foster a positive team environment.

Skills

Team leadership

Coaching

Quality standards

CRM software

Data analysis

English & Mandarin

Education

Bachelor's degree in Business Administration, Communications, or a related field

Tools

CRM systems

Call center software

Job description

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.

Lead and motivate a team of inbound customer service representatives to deliver exceptional service and achieve performance targets for JD.com, Inc.

Responsibilities

• Oversee the daily operations of the inbound customer service team, ensuring adherence to quality standards and service level agreements.
• Provide coaching, mentoring, and performance feedback to team members, identifying areas for development and implementing training initiatives.
• Monitor call queues, agent availability, and service metrics to optimize resource allocation and maintain efficient workflow.
• Handle escalated customer inquiries and complex issues, resolving them effectively and professionally.
• Analyze team performance data, identify trends, and implement corrective actions to improve customer satisfaction and operational efficiency.
• Develop and implement team schedules, ensuring adequate coverage and managing leave requests.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct regular team meetings to communicate updates, share best practices, and foster a positive team environment.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead position.
• Proven ability to motivate and lead a team to achieve performance goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Ability to work effectively in a fast-paced and dynamic environment.
• Fluency in English and Mandarin (preferred for global operations).

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.