Customer Experience Optimization Specialist, Logistics

Jingdong Logistics; Perth Amboy, Northern (NJ, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

JINGDONG Logistics in Perth Amboy, NJ is seeking a Customer Experience Specialist to drive continuous improvement of logistics operations and customer satisfaction. You will design monitoring frameworks, establish KPIs, and build automated dashboards to track performance across warehousing and last‑mile delivery.

The role requires strong data analytics, SQL proficiency, and experience with Power BI or Tableau, plus collaboration with Ops, CS, and Product teams to implement improvements.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Industrial Engineering, Statistics, Data Analytics, Business Analytics, or related field.
• 3–5 years of experience in warehouse, transportation, or logistics operations.
• Proficient in SQL for data extraction, analysis and reporting.
• Experience building automated dashboards with Power BI or Tableau; Excel proficiency required.

Responsibilities

• Design and maintain the customer experience and operations quality monitoring framework for the Americas (warehousing, fulfillment, last‑mile).
• Establish and continuously improve operational quality KPIs and reporting mechanisms.
• Develop dashboards and automated reports to monitor key performance indicators and quality trends.
• Analyze performance data to identify delivery/timeliness, order fulfillment, product quality, and customer-issue exceptions.
• Conduct root cause analysis and drive cross‑functional corrective actions.
• Monitor service quality and identify recurring service-related issues; report findings.
• Partner with Operations, Customer Service, Product, and other teams to drive data‑driven decisions and continuous improvement.

Skills

Analytical thinking

Problem solving

Cross-functional collaboration

Stakeholder management

Communication

Education

Bachelor's degree in related field

Tools

SQL

Power BI

Tableau

Excel

Job description

JINGDONG Logistics in Perth Amboy, NJ is seeking a Customer Experience Specialist to drive continuous improvement of logistics operations and customer satisfaction. You will design monitoring frameworks, establish KPIs, and build automated dashboards to track performance across warehousing and last‑mile delivery.

The role requires strong data analytics, SQL proficiency, and experience with Power BI or Tableau, plus collaboration with Ops, CS, and Product teams to implement improvements.