Who We Are
At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.
Our Global Reach
JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space. Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.
Learn more about who we are and what we do: https://www.jingdonglogistics.com/
What We Offer
Joining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.
About The Team
You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
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.
At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.
Ready to apply?
Take the next step in your career, apply now and explore the opportunities we have to offer.
Skills Required
- Bachelor's degree or above in Logistics, Supply Chain Management, Industrial Engineering, Statistics, Data Analytics, Business Analytics, or 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 and operational quality management.
- Proficient in SQL for data extraction, analysis, and reporting.
- Experience building automated dashboards and performance reports using Excel and BI tools (Power BI or Tableau).
- Strong analytical and problem-solving skills, including root cause analysis and trend identification.
- Strong communication, stakeholder management, and cross-functional collaboration skills.
What We Do
JD.com, Inc. (Nasdaq: JD) is China's largest retailer, online or offline, and the world's third largest Internet company by revenue. With more than 300 million customers, JD.com is expanding quickly in China because consumers increasingly demand the authentic, high-quality products JD is known for. We work closely with both domestic brands and top international brands to bring fresh food, apparel, home appliances, baby products and more to Chinese consumers. To power this massive business we operate our own nationwide logistics network, from warehouses to the last mile. We can deliver up to 90% of orders same- or next-day, making our service the fastest and most reliable delivery service of any large-scale e-commerce company in the world. By investing in the most cutting edge technologies, JD.com is shaping the future of retail in China and beyond. Our scientists are working on innovative solutions for all parts of our business using big data, artificial intelligence, robotics, computer vision, virtual and augmented reality, unmanned vehicle systems, and more. Headquartered in Beijing, JD.com is a Fortune Global 500 company with offices around the world, including in New York, Tokyo and a research and development center in Silicon Valley.
