JD.com, Inc.

Customer Experience Specialist

JD.com, Inc. • $75K — $100K *
Fontana, CA 92335In-Person
Transportation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Logistics, Supply Chain Management, or related field.
  • 3-5 years in warehouse, transportation, or supply chain operations.
  • Understanding of warehouse and last-mile delivery processes.
  • Strong analytical and problem-solving abilities.
  • Proficient in SQL for data analysis and reporting.
  • Experience with automated dashboards in Excel or BI tools like Power BI.
  • Strong communication and collaboration skills.

Responsibilities

  • Design and maintain customer experience monitoring frameworks for the Americas region.
  • Establish and improve operational quality KPIs and customer experience metrics.
  • Develop dashboards for monitoring performance indicators and trends.
  • Analyze performance data to identify operational exceptions and customer complaints.
  • Conduct root cause analysis and collaborate on corrective actions with cross-functional teams.
  • Monitor service quality to identify exceptions and recurrences.
  • Prepare analysis reports to drive customer satisfaction initiatives.

Benefits

  • Annual performance bonus opportunity.
  • Opportunities for cross-functional collaboration.
  • Work located in strategic logistics hubs.
  • Focus on data-driven decision-making and operational excellence.
  • Commitment to continuous improvement in customer satisfaction.
Full Job Description
Job Details
  • Job Title: Customer Experience Specialist
  • Location: Fontana, CA or City of Industry, CA
  • Annual Salary: $75,000 - $100,000 USD + Annual Performance Bonus


Position Overview

We are seeking a Customer Experience Specialist to support the continuous improvement of logistics operations across the Americas. This role is responsible for building and optimizing end-to-end operational quality and customer experience monitoring systems across warehousing and last-mile delivery. The ideal candidate is data-driven, analytical, and passionate about identifying operational improvement opportunities that enhance customer satisfaction.

What You'll Do:
  • 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.


About You:
  • 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.
  • Strong communication, stakeholder management, and cross-functional collaboration skills, with the ability to drive projects and ensure action items are completed through to resolution.


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About JD.com, Inc.

JD.com, Inc. is a leading e-commerce company in China, offering a wide range of products and services to consumers across the country. The company's platform provides a one-stop shopping experience, with a vast selection of products, fast and reliable delivery, and excellent customer service. JD.com's mission is to empower consumers to live a better life, and the company is committed to providing high-quality products and services at competitive prices. JD.com has a strong track record of growth, with revenue increasing by over 20% annually in recent years. The company is also committed to sustainability, with a focus on reducing its carbon footprint and promoting environmental responsibility.
Learn more about JD.com, Inc.
Size
310,000 employees
Market Cap
$147.4 billion
Industry
Retail & Consumer Goods
Net Income
$49.4 billion
Founded
1998
5 Year Trend
+38.1%
Revenue
$745.8 billion
* Ladders Estimates

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