Service Operations Coordinator

JINGDONG DEVELOPMENT ITALY S.R.L.; Milano; On-site; EUR 42,000 - 60,000; Full time

Job summary

JD Logistics Italy is seeking a Service Operations Coordinator to ensure smooth delivery of services by coordinating workflows and collaborating with customer service, logistics, and technical support teams. You will monitor KPIs, document processes, and support continuous operational improvements.

The role emphasizes strong organization, communication, and problem-solving in a fast-paced logistics environment in Milano.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 1–3 years of experience in service operations or a coordinating role, preferably in e-commerce/logistics.
• Strong organizational and time management skills with ability to prioritize tasks.
• Excellent communication and interpersonal skills; ability to collaborate with diverse teams.
• Proficiency in Microsoft Office; familiarity with CRM and operations systems is a plus.

Responsibilities

• Monitor and manage service operation workflows, identifying bottlenecks and inefficiencies.
• Coordinate with internal teams (customer service, logistics, tech support) to ensure timely service delivery.
• Track KPIs related to service operations and generate regular reports for management.
• Assist in developing and implementing service operation policies and best practices.
• Handle and escalate complex customer inquiries, ensuring prompt resolution.
• Maintain accurate records of operations, interactions, and resolutions.
• Train new team members on service operation processes and tools.
• Identify opportunities for process improvement and contribute to ongoing enhancements.

Skills

Organizational skills

Time management

Communication

Problem solving

Team collaboration

CRM familiarity

Education

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

Tools

Excel

Word

PowerPoint

Microsoft Office Suite

Job description

Who We AreAt 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 ReachJINGDONG 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 OfferJoining 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 TeamYou’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 SummaryThe Service Operations Coordinator at JD.com will play a pivotal role in ensuring the smooth and efficient delivery of our services. This position involves coordinating various operational aspects to optimize customer satisfaction and support the overall service ecosystem.Job Responsibilities*** Monitor and manage service operation workflows, identifying and resolving bottlenecks and inefficiencies.* Coordinate with internal teams (e.g., customer service, logistics, technical support) to ensure timely and effective service delivery.* Track key performance indicators (KPIs) related to service operations and generate regular reports for management.* Assist in the development and implementation of service operation policies, procedures, and best practices.* Handle and escalate complex customer inquiries or service-related issues, ensuring prompt resolution.* Maintain accurate records of service operations, customer interactions, and resolutions.* Participate in training new team members on service operation processes and tools.* Identify opportunities for process improvement and contribute to continuous operational enhancements.Job Qualifications*** Bachelor's degree in Business Administration, Operations Management, or a related field.* 1-3 years of experience in service operations, customer service, or a similar coordinating role, preferably within an e-commerce or logistics environment.* Strong organizational and time management skills with the ability to prioritize multiple tasks effectively.* Excellent communication and interpersonal skills, capable of collaborating with diverse teams.* Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).* Demonstrated problem-solving abilities and a proactive approach to issue resolution.* Ability to work independently and as part of a team in a fast-paced environment.* Familiarity with CRM software and operational management systems is a 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.Ready to apply?Take the next step in your career, apply now and explore the opportunities we have to offer.