Logistics Quality & Customer Complaint Expert

JINGDONG DEVELOPMENT ITALY S.R.L.; Milano; In loco; EUR 42.000 - 60.000; Tempo pieno

Descrizione del lavoro

JD Logistics is seeking a dedicated professional to improve logistics quality by analyzing customer feedback and resolving complaints. You will identify root causes, implement corrective actions, and collaborate with cross-functional teams to enhance service delivery and customer satisfaction.

The role emphasizes data analytics, process optimization, and ongoing training to uphold high standards across warehousing, transportation, and last-mile delivery.

Competenze

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 3+ years of experience in logistics quality control, customer service, or operations management, preferably within an e-commerce or retail environment.
• Proven experience in customer complaint resolution and root cause analysis.
• Strong understanding of logistics operations, including warehousing, transportation, and last-mile delivery.
• Excellent analytical and problem-solving skills with the ability to interpret complex data and drive actionable insights.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across diverse teams and stakeholders.
• Fluency in English; proficiency in Mandarin Chinese is a significant plus.

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

Logistics operations

Customer service

Root cause analysis

Data analysis / BI tools

Excel

SQL

Communication

Problem solving

Formazione

Bachelor's degree

Strumenti

Excel

SQL

BI tools

Descrizione del lavoro

JD Logistics is seeking a dedicated professional to improve logistics quality by analyzing customer feedback and resolving complaints. You will identify root causes, implement corrective actions, and collaborate with cross-functional teams to enhance service delivery and customer satisfaction.

The role emphasizes data analytics, process optimization, and ongoing training to uphold high standards across warehousing, transportation, and last-mile delivery.