Logistics Quality Analyst: Customer Complaint Resolution

JD.COM; Milano; In loco; EUR 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

JD Logistics, part of JD.com, Inc., seeks a dedicated professional to improve logistics quality through effective customer complaint resolution. You will analyze feedback, identify root causes, and implement corrective actions to enhance service delivery and customer satisfaction.

Based in Milan, the role collaborates with warehouses, transportation partners and customer service teams to reduce delays and protect service levels in a fast-paced, data-driven environment.

Competenze

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or related field.
• 3+ years of experience in logistics quality control, customer service, or operations management.
• Proven experience in customer complaint resolution and root cause analysis.
• Strong understanding of logistics operations, including warehousing, transportation, and last‑mile delivery.

Mansioni

• Investigate and analyze customer complaints related to logistics, including delivery delays, damaged goods, incorrect shipments, and service quality issues.
• Develop and implement systematic processes for tracking, categorizing, and prioritizing logistics-related customer complaints.
• Collaborate with internal logistics teams, warehouses, transportation partners, and customer service departments to identify root causes of service failures.
• Propose and execute corrective and preventive actions to address identified logistics quality issues, working closely with relevant stakeholders.
• Monitor the effectiveness of implemented solutions and conduct post-implementation reviews to ensure sustained improvements.
• Generate regular reports on logistics quality performance, complaint trends, and resolution rates for management review.
• Contribute to the development and refinement of logistics quality standards and operational procedures.
• Train and educate internal teams on best practices for preventing logistics issues and improving customer experience.
• Act as a key liaison between customers and logistics operations to ensure clear communication and timely resolution of issues.
• Utilize data analytics to identify patterns and predict potential logistics quality risks.

Conoscenze

Analytical thinking

Problem solving

Communication

Data analysis

Cross-functional collaboration

Formazione

Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or related field

Strumenti

Excel

SQL

BI tools

Descrizione del lavoro

JD Logistics, part of JD.com, Inc., seeks a dedicated professional to improve logistics quality through effective customer complaint resolution. You will analyze feedback, identify root causes, and implement corrective actions to enhance service delivery and customer satisfaction.

Based in Milan, the role collaborates with warehouses, transportation partners and customer service teams to reduce delays and protect service levels in a fast-paced, data-driven environment.