JD.com is seeking a dedicated professional to improve logistics quality through effective customer complaint resolution. This role focuses on analyzing customer feedback, identifying root causes of logistics issues, and implementing corrective actions to enhance overall service delivery and customer satisfaction.

Job Responsibilities

- Investigate and analyze customer complaints related to logistics, including delivery delays, damaged goods, incorrect shipments, and service quality issues.
- Develop and implement systematic processes for tracking, categorizing, and prioritizing logistics-related customer complaints.
- Collaborate with internal logistics teams, warehouses, transportation partners, and customer service departments to identify root causes of service failures.
- Propose and execute corrective and preventive actions to address identified logistics quality issues, working closely with relevant stakeholders.
- Monitor the effectiveness of implemented solutions and conduct post-implementation reviews to ensure sustained improvements.
- Generate regular reports on logistics quality performance, complaint trends, and resolution rates for management review.
- Contribute to the development and refinement of logistics quality standards and operational procedures.
- Train and educate internal teams on best practices for preventing logistics issues and improving customer experience.




- Act as a key liaison between customers and logistics operations to ensure clear communication and timely resolution of issues.
- Utilize data analytics to identify patterns and predict potential logistics quality risks.

Job Qualifications

- Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
- 3+ years of experience in logistics quality control, customer service, or operations management, preferably within an e-commerce or retail environment.
- Proven experience in customer complaint resolution and root cause analysis.
- Strong understanding of logistics operations, including warehousing, transportation, and last-mile delivery.
- Excellent analytical and problem-solving skills with the ability to interpret complex data and drive actionable insights.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across diverse teams and stakeholders.
- Proficiency in data analysis tools and software (e.g., Excel, SQL, BI tools).
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Customer-centric mindset with a passion for delivering high-quality service.
- Fluency in English; proficiency in Mandarin Chinese is a significant plus.

📌 Logistics Quality Manager (Milano)
🏢 Jd.Com
📍 Milano