Customer Experience Specialist

JD.com•Fontana, CA

3d•Onsite

About The Position

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.

Requirements

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.

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.