Logistics Customer Experience Analyst & Insights

JD.COM; Perth Amboy (NJ); On-site; USD 75,000 - 100,000; Full time

Job summary

JINGDONG Logistics, the JD Logistics arm of JD.com, is seeking a Customer Experience Specialist in Perth Amboy, NJ to drive end-to-end operations quality and customer experience monitoring across the Americas. You will build dashboards, track KPIs, and partner with cross-functional teams to implement corrective actions.

The role requires a data-driven mindset, SQL proficiency, and experience with Excel and BI tools like Power BI or Tableau.

Qualifications

• Bachelor's degree or above in Logistics, Supply Chain Management, Industrial Engineering, Statistics, Data Analytics, Business Analytics, or a related field.
• 3–5 years of experience in warehouse operations, transportation operations, logistics operations, or supply chain operations.
• Solid understanding of end-to-end warehouse and last-mile delivery processes, with experience in operational quality management and customer experience improvement.
• Strong analytical and problem-solving skills with the ability to identify operational trends, uncover root causes, and recommend practical improvement initiatives.
• Proficient in SQL for data extraction, analysis, and reporting.
• Experience building automated dashboards and performance reports using Excel and business intelligence tools such as Power BI or Tableau.

Responsibilities

• Design and maintain the customer experience and operations quality monitoring framework for the Americas region, covering warehousing, fulfillment, and last-mile delivery processes.
• Establish and continuously improve operational quality KPIs, customer experience metrics, monitoring standards, and reporting mechanisms.
• Develop and maintain dashboards and automated reporting to monitor key operational and customer service performance indicators, providing regular insights into quality trends, risks, and improvement opportunities.
• Analyze operational performance data to identify exceptions related to delivery timeliness, order fulfillment, product quality, operational defects, abnormal orders, and customer complaints.
• Conduct root cause analysis for operational issues and collaborate with cross-functional teams to develop and implement corrective actions, ensuring timely issue resolution and continuous process improvement.
• Monitor customer service quality and establish mechanisms to identify service-related exceptions and recurring issues.
• Prepare periodic analysis reports on customer experience and service quality, driving initiatives that improve customer satisfaction and overall service performance.
• Partner closely with Operations, Customer Service, Product, and other cross-functional teams to promote data-driven decision-making and continuous operational excellence.

Skills

Data-driven

Analytical thinking

Problem solving

Education

Bachelor's degree in Logistics or related field

Tools

SQL

Power BI

Tableau

Excel

Job description

JINGDONG Logistics, the JD Logistics arm of JD.com, is seeking a Customer Experience Specialist in Perth Amboy, NJ to drive end-to-end operations quality and customer experience monitoring across the Americas. You will build dashboards, track KPIs, and partner with cross-functional teams to implement corrective actions.

The role requires a data-driven mindset, SQL proficiency, and experience with Excel and BI tools like Power BI or Tableau.