Customer Experience & Logistics Quality Specialist

JD.com; Fontana (CA); On-site; USD 75,000 - 100,000; Full time

Job summary

JINGDONG Logistics is hiring a Customer Experience Specialist for Fontana, CA or City of Industry, CA to support Americas operations. You will build and maintain end-to-end quality and customer experience monitoring across warehousing and last-mile delivery.

The role requires 3–5 years in logistics operations, strong SQL, and BI dashboard skills (Power BI/Tableau). You will collaborate with cross-functional teams to drive improvements and deliver measurable service quality gains.

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of experience in warehouse or logistics operations.
• Strong analytical and problem-solving skills with ability to identify trends and root causes.
• Proficient in SQL for data extraction, analysis, and reporting.
• Experience building automated dashboards and performance reports using BI tools.

Responsibilities

• Design and maintain the customer experience and operations quality monitoring framework for the Americas region.
• Establish and continuously improve operational quality KPIs, customer experience metrics, and reporting mechanisms.
• Develop dashboards and automated reporting to monitor key performance indicators.
• Analyze data to identify delivery timeliness, order fulfillment, and service quality issues.
• Conduct root cause analysis and drive corrective actions with cross-functional teams.
• Prepare periodic analyses and drive initiatives to improve satisfaction and service performance.
• Partner with Operations, Customer Service, Product, and other teams to promote data-driven decisions.

Skills

SQL

Data analytics

Power BI

Tableau

Excel

Communication

Education

Bachelor's degree in Logistics, Supply Chain Management, Industrial Engineering, Statistics, Data Analytics, Business Analytics, or a related field

Tools

Power BI

Tableau

Excel

Job description

JINGDONG Logistics is hiring a Customer Experience Specialist for Fontana, CA or City of Industry, CA to support Americas operations. You will build and maintain end-to-end quality and customer experience monitoring across warehousing and last-mile delivery.

The role requires 3–5 years in logistics operations, strong SQL, and BI dashboard skills (Power BI/Tableau). You will collaborate with cross-functional teams to drive improvements and deliver measurable service quality gains.