Customer Experience Optimizer — Logistics Analytics

JD LOGISTICS US

New Jersey

On-site

USD 70,000 - 100,000

Full time

9 days ago

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Job summary

JINGDONG Logistics is hiring a Customer Experience Specialist in Perth Amboy, New Jersey. The role focuses on building and maintaining a comprehensive customer experience and operations quality monitoring framework across the Americas.

You will develop KPI dashboards, standardize reporting, and drive data-driven improvements to delivery timeliness and customer satisfaction. The ideal candidate brings 3–5 years in logistics operations, strong SQL, Excel, and BI tooling skills (Power BI/Tableau),

Qualifications

Bachelor’s degree in Logistics, Supply Chain, Analytics or related field.
3–5 years in warehouse/transport or logistics operations.
Experience with end-to-end warehousing and last-mile delivery processes.

Responsibilities

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